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AC OCEAN WALK Acquires Atlantic City’s Revel Hotel and Casino for $200 Million

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ATLANTIC CITY, New Jersey, Jan. 8, 2018 -- AC OCEAN WALK announced today that it acquired the former Revel Casino Hotel in Atlantic City for $200 million.  The property will be re-branded as the Ocean Resort Casino, giving a nod to the property's location on 20 acres along the famed Atlantic City Boardwalk, and the ocean views featured in its 1,399 rooms.  AC OCEAN WALK will begin work to ready the property for operation immediately, with plans to open in summer 2018.

When fully operational, the property will provide between 2500-3000 jobs to Atlantic City, contributing greatly to the city's economic resurgence.

"We are incredibly excited that we were able to take advantage of the opportunity to acquire this tremendous property at a time when Atlantic City is seeing great economic strides.  Now the city has a number of exciting new projects with our property and the Hard Rock, as well as Stockton University's new campus and the expansion of the medical center," said Bruce Deifik, the Chairman of AC OCEAN WALK.  

"We are grateful for the wonderful team at JP Morgan and others that helped us on this eight month journey, and we would especially like to thank Atlantic City and the State of New Jersey for their hospitality, thoughtfulness and professionalism.  We look forward to providing the same to all of the surrounding residents when the Ocean is operational," Deifik added.

The Revel Casino Hotel was originally opened in April 2012 with a total investment of nearly $3 billion and became a landmark building along the Atlantic City Boardwalk not only for its height as the tallest building in the city, but for the attention to detail that went into building the tower and casino. 

"The former Revel property opened at a time when Atlantic City was still in economic recovery and operationally it just did not cater to the customer base for this destination.  However, given the extraordinary quality and investment made during its development, the new 'Ocean' will represent one of the finest hotel, casino properties in existence today in an improving market that has demonstrated strength and resilience," Deifik said.

The newly envisioned Ocean Casino Resort will take full advantage of the 6.4 million total square feet of the property with plans for 138,000 square feet of gaming space—featuring 100 table games and 2,200 slot machines and plans for a "best in market" sports book.

"Atlantic City is coming back with a vengeance and with the groundwork for the legalization of sports betting, we foresee a great opportunity to bring a state of the art sports book to a city which caters to a large and diverse sports market," Deifik said.

Ocean Resort Casino will maintain the 165,000 square feet in meeting and convention space, as well as the 5,700 seat concert hall with space for potential future expansion.  The property has an attached parking structure with 7,700 spaces making all of its hotel, casino and entertainment venues easily accessible for all guests.

"It is our mission and vision to fully serve the customer base of Atlantic City.  In that regard, we are working to bring back some of the restaurants that were successful at the property and we have worked diligently to create some specialized new venues including a top Asian noodle bar and a high end players club.  Our investment in this property will make certain there is something for everyone at the Ocean," Deifik said.

In addition to the hotel and casino tower, the property includes a unique central utility plant that was sized to handle the current and potential future electrical and thermal requirements of the site, which Deifik said "is of great added value to this property."

"On a personal note, this is a dream come true.  Without the support of my family, who saw my vision and belief in Atlantic City as a market in resurgence, today would never have happened and therefore, I am truly grateful to them," Deifik said.


Artyzen Hospitality Group to Launch Three New Brands in China - Artyzen Hotels & Resorts, Artyzen Habitat and citizenM

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SHANGHAI, Jan. 9, 2018 -- Artyzen Hospitality Group (AHG), an Asian based international hotel management company, will launch three new brands in mainland China this year -- Artyzen Hotels & Resorts, Artyzen Habitat and citizenM with the official opening of three hotels, further enlarging its China portfolio. It has also appointed Michael Wu as the Head of China to advance its growth in China. 

Since its inception in 2014, AHG has remained steadfast in its expansion, successfully opening two hotels in Beijing and Taipei last year. This year, AHG is set to open a total of four hotels across Asia Pacific, of which three will be in China -- Artyzen Habitat Hongqiao Shanghai, citizenM Hongqiao Shanghai and Artyzen Sifang Nanjing and the fourth will be citizenM City Centre Kuala Lumpur in Malaysia. AHG will potentially add six more hotels in Shanghai over the next three years, entrenching its foothold in this key city. AHG's future growth strategy will continue to focus on establishing brand presence in strategic gateway cities in Asia Pacific including Beijing, Singapore and Jakarta.

Based in China, Michael will oversee AHG's business in China and lead the team in driving its strategic growth in this market. AHG will expand its current presence in Beijing and Shanghai and grow its brand footprint in key cities across China. It has plans to introduce its full portfolio of distinctive experience-led brands -- Zitan, Artyzen Hotels & Resorts, Artyzen Habitat and citizenM in this growth market.

"We are delighted to have Micheal Wu join Artyzen Hospitality Group, which further strengthens the senior leadership team. With his vast experience in hospitality, Michael will be an asset to the business, raising the bar on operational excellence to deliver value to guests and hotel owners," said Mr. Robbert van der Maas, President, Artyzen Hospitality Group.

Prior to joining AHG, Michael was Vice President, Operations for IHG North China where he oversaw the operations of close to 60 hotels. He was honored with a Lifetime Achievement Award for his efforts in successfully achieving a strong financial performance across his portfolio. He has numerous years of experience in the hotel business, having previously worked with Westin in the United States and Shangri-La in Asia. 

"I am excited to be part of the Artyzen Hospitality team in China as it starts to escalate its growth strategy in this dynamic market. Artyzen's entry is timely as the market further opens up great opportunities for hospitality products that go beyond the traditional concepts. AHG's brands are well-positioned to capture new market segments and will set some new trends in China," said Michael Wu, Head of China, Artyzen Hospitality Group.

Interstate Hotels & Resorts Selected to Manage Renaissance Philadelphia Airport Hotel

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ARLINGTON, Va., Jan. 9, 2018 -- Interstate Hotels & Resorts – the leading U.S.-based global hotel management company – announces that it has been selected to manage the 349-room Renaissance Philadelphia Airport Hotel, recently acquired by AMENA Hotels LLC.  The hotel will immediately undergo a comprehensive renovation.

Known for its convenient locale for business and leisure guests alike, Renaissance Philadelphia Airport Hotel is located within minutes of Lincoln Financial Field, Wells Fargo Center and the bustling downtown district, just one mile from the airport and offers complimentary shuttle service. The prime destination offers 349 rooms, including 52 suites, in addition to 21,000 square feet of meeting and event space inclusive of 19 meeting rooms and a 6,600 square foot ballroom.

"It is gratifying to earn new business with a quality developer such as AMENA Hotels," said Leslie Ng, chief investment officer at Interstate Hotels & Resorts. "With a planned renovation and repositioning in addition to an ideal location, we expect to take this hotel to a leadership position and maximize investment returns."

"We are pleased to partner with an industry leader like Interstate Hotels & Resorts to manage the Renaissance Philadelphia Hotel Airport," said Marc El-Khouri, Chief Development Officer, AMENA Hotels. "Our focus is on dynamic and exciting markets like Philadelphia and we are proud to be contributing to the community's economic growth.  We look forward to a successful future with Interstate and its top quality team." 

A global leader in third-party hotel management, Interstate Hotels & Resorts' depth of experience across all lodging segments and asset classes drives results in each of its managed hotels worldwide. For more information on Interstate Hotels & Resorts, visit www.InterstateHotels.com

BENCHMARK® Named Best Hospitality Property Management Company-USA in Second Annual LUX Tourism Awards

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UK’s Luxury Lifestyle Magazine Honors Leaders in Tourism, Food & Wine, Art, Fashion

The Woodlands (Houston), Texas, January 2018 … The UK’s prominent luxury lifestyle magazine, LUX, has named BENCHMARK®, global hospitality company, Best Hospitality Property Management Company – USA for 2018.  The honor was given as part of the magazine’s Second Annual Tourism Awards. LUX Magazine honors global leaders in travel, hospitality, the arts, food and wine, fashion and interior design. The luxury publication is distributed to a readership of over 238,000 professionals across the globe.

The LUX Tourism Awards 2018 recognize those companies that provide a unique, enjoyable, and luxurious home away from home and who truly go above and beyond for their clients, succeeding in one of the world’s most extravagant and competitive industries. Awards are given after exhaustive research and vetting by LUX Magazine’s team of judges, seeking to identify “The best of the best.” Both major brands and smaller firms are included in the search process.

“We are honored and especially pleased that LUX Review recognizes the importance of effective and innovative hospitality management to the development of luxury, transformative and guest-centric travel experiences,” said Ted Davis, Benchmark’s Chief Sales and Marketing Officer.

Davis created Benchmark’s Wanderlust Lifestyle Travel Guide, an innovative, content-rich, and broad-ranging print and digital platform that showcases Benchmark’s exciting and diverse properties and the singular destinations that enrich the travel experience for the leisure, business, meeting and special occasion traveler. Part of Benchmark’s long-standing emphasis on creating exceptional travel experiences, the Wanderlust Travel Guide raises the bar, emphasizing not only exploring far-flung destinations and tapping into the local culture, but the rewards of transformational travel. This new approach to travel is defined by the need for a more in-depth, reflective and transformative journey for all guests.

Ted Davis notes, “Travel is more than a great hotel, resort, spa or travel itinerary. Travel is immersing oneself into something new, different, life enriching, and in some circumstances, life affirming.”

From its inception, Benchmark’s mission has been to provide not only excellent management services, but to provide guests the tools to grow, personally and professionally while travelling.

“Transformational travel is an exciting new guest concept,” says Ted Davis, and one that Benchmark has been evolving for years. “We are delighted to see our work and its value to our guests and owners, recognized by such a prestigious manner.”

TripAdvisor Reveals Travelers’ Choice Top Trending Travel Destinations for 2018

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NEEDHAM, Mass., Jan. 9, 2018 -- TripAdvisor®, the travel site that helps find the latest reviews and lowest prices, today announced the Travelers' Choice® awards for Destinations on the Rise. The pristine blue waters and white sandy beaches of beautiful Ishigaki, Japan earned the ranking of number one in the world, while the small Hawaiian town of Kapaa, nestled at the base of Nounou Mountain on the picturesque island of Kauai ranked as the top rising spot in the U.S.

The awards recognize 44 destinations around the world selected by measuring year-over-year increase in positive TripAdvisor traveler review ratings for accommodations, restaurants and attractions, as well as increase in search and booking interest. This is the sixth year of the awards. Travelers' Choice Destinations on the Rise lists were also revealed for Europe, Asia and South America.

"The Travelers' Choice Destinations on the Rise award winners are a great source of inspiration for travelers interested in going somewhere exciting that's emerging in popularity," said Brooke Ferencsik, senior director of communications for TripAdvisor. "These winners were based on destination feedback and interest from the TripAdvisor community, and a common thread is that they all have outstanding accommodations, wonderful restaurants and exceptional attractions for every travel budget."

Travelers' Choice Destinations on the Rise — U.S:

1. Kapaa, Hawaii  
Nestled at the base of Nounou (the Sleeping Giant) Mountain on Kauai, Kapaa is a tourist friendly spot with a diverse array of hotels, shopping centers and restaurants. The Kinipopo Shopping Village is a favorite among travelers for its fun eateries and small keepsake shops. Fans of water sports will have plenty to do with options for snorkeling, kayaking and water skiing.

2. Waco, Texas
Located in central Texas, Waco is home to major attractions such as the Dr. Pepper Museum, which pays homage to the locally invented soft drink, as well as the Waco Mammoth National Monument, a fossil site that is home to the bones of Columbian mammoths. Travelers can also explore the Brazos River, Texas Ranger Hall of Fame and Museum and may even catch a glimpse of local home remodeling stars Chip and Joanna Gaines around town!

3. Wilmington, North Carolina
Wilmington is a vibrant riverfront city with the pedestrian-friendly Riverwalk winding along the Cape Fear River, connecting many of the city's charming shops, cafés, and nightlife with waterfront hotels, parks and the Port City Marina. Annual festivals, such as Riverfest, Wilmington Beer Week and the world-famous North Carolina Azalea Festival, attract crowds year-round.

4. Bend, Oregon
Bend is a natural playground for adventure lovers – travelers can enjoy hiking and fishing along the Deschutes River, mountain biking and skiing at Mt. Bachelor, and after building up their appetite, eating at local restaurants and famed breweries and pubs. Bend is a great spot for family-friendly fun as well, with no-fee museums and ski areas for children under 12.

5. Boulder, Colorado
A mecca for the physically fit, Boulder draws travelers who love the great outdoors to its 30,000 acres of unspoiled land, 200 miles of trails, and city-center paths and rivers. Nestled in the foothills of the Rocky Mountains, Boulder is also just a stone's throw from exceptional skiing and snowshoeing.

6. Paso Robles, California
Located in central California, Paso Robles, or "Pass of the Oaks," is close to mountains, beaches and deserts. This region is renowned for wine-making, and is home to more than 170 wineries, 26,000 vineyard acres and 40 varietals of wine. In addition to touring the popular vineyards, travelers can visit the thermal springs, which are said to have healing powers, or one of the more modern spring resorts in the area.

7. Richmond, Virginia
Travelers can discover an essential chapter of America's history in the cobblestone streets, river walks and monuments of Richmond. Originally a colonial settlement, Virginia's capital is now a thriving hub for culture, shopping and outdoor fun. Travelers can learn about Civil War history, stroll along the canal downtown or test their nerves whitewater rafting on the James River.

8. Greenville, South Carolina
The charming Southern city boasts a thriving arts scene, hundreds of restaurants, shops and boutiques, popular annual festivals, numerous historic sites and museums housing significant collections. Greenville also features a one-of-a-kind "floating" suspension bridge and is set against the scenic Blue Ridge Mountains.

9. Omaha, Nebraska
Not just a flyover city, Omaha blends down-home charm and with urban chic. With a wealth of local breweries and a thriving music and art scene, Omaha has beer and song options to please many traveler types. History buffs can visit local museums to learn about the city's pioneer history along the Lewis & Clark National Historic Trail.

10. Lexington, Kentucky
Lexington is known as Bluegrass Country and as the Horse Capital of the World, but travelers don't have be avid thoroughbred fans to enjoy the natural beauty, culture and history of the city. There are also many hiking trails through forests, meadows and gentle creeks, as well as historic landmarks, such as the Ashland estate of Henry Clay.

Travelers' Choice Destinations on the Rise — World:
1. Ishigaki, Japan
2. Kapaa, Hawaii
3. Nairobi, Kenya
4. Halifax, Canada
5. Gdansk, Poland
6. San Jose, Costa Rica
7. Riga, Latvia
8. Rovinj, Croatia
9. Nerja, Spain
10. Casablanca, Morocco

For the complete list of Travelers' Choice Destinations on the Rise award-winners for 2018, as well as the latest reviews and candid traveler photos, visit: www.TripAdvisor.com/TravelersChoice-DestinationsOnTheRise.

Travelers can read the latest reviews and compare prices from more than 200 sites to find the lowest prices on the right hotel for their trip at www.TripAdvisor.com.

Methodology
Destinations determined by year-over-year increase in positive TripAdvisor traveler review ratings for accommodations, restaurants and attractions, and increase in search and booking interest from October 2016 to October 2017.

Average annual city hotel prices based on TripAdvisor hotel price comparison data from 1/1/17 - 11/30/17.

Highly-rated value hotels have at least four out of five bubbles on TripAdvisor and have a nightly rate that costs less than the city annual average from January 9 – 15, 2018, as available.  

Lowest flight prices found based on a TripAdvisor search of hundreds of sites on 12/26/17 for round-trip fares for the next 12 months from five popular U.S. airport hubs (CHI, DFW, LAX, MIA, NYC) to the closest major airport to each destination.

HITEC Houston Online Registration and Housing Bureau Open; Advisory Council Announced

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Hospitality Financial and Technology Professionals (HFTP®), producers of the world's largest Hospitality Industry Technology Exposition and Conference (HITEC®), has announced that attendee registration for its HITEC Houston is now available online as well as hotel reservations. Selected by HFTP leadership for their experience and expertise, the HITEC Houston Advisory Council will determine event's education program. HITEC Houston will be the second, and largest, HITEC event of 2018, and will take place from June 18-21 at the George R. Brown Convention Center in Houston, Texas USA.

"The selection process for HFTP's HITEC Advisory Council's is highly competitive, and the group chosen for HITEC Houston is truly outstanding," said HFTP CEO Frank Wolfe. "Each individual serving on the HITEC Houston Advisory Council brings an established record of achievement, and a proven commitment to the hospitality technology sector. The combination of extensive industry experience from these individuals will result in an incomparable event program for HITEC Houston attendees."

In traditional manner, HITEC Houston Advisory Council met to plan the upcoming conference's educational program. Sessions planned by the group will address the issues of top concern to the hospitality technology field. The 2018 HITEC Houston Advisory Council includes:

  • Chairman James Bina, CHAE, CHTP, corporate controller, Rosen Hotels & Resorts, Inc.
  • Katerina Berezina, CHTP, assistant professor, University of South Florida
  • Michael Blake, CEO, Hotel Technology Next Generation (HTNG)
  • Carson Booth, CHTP, startup technology consultant
  • Amitava Chatterjee, director, Deloitte Digital
  • Michael Duffy, CHTP, director of technology, Seaport Companies
  • Jai Govindani, chief technology officer, Red Planet Hotels
  • Donna Hale, vice president of technology, Evans Hotels
  • Ted Horner, managing director, E Horner & Associates Pty
  • Danny Hudson, VP Business Solutions & IT Strategy, Wyndham Hotel Group
  • Laurent Idrac, group CIO, Accor Hotels
  • Ummara Marshall, director POS, POS Marriott
  • Shannon McCallum, executive director of hotel operations, ARIA Las Vegas
  • Wendy Mertz, VP of IT applications and strategy, Hard Rock International
  • Jeffrey Parker, vice president of hospitality systems, Red Lion Hotels
  • Mark Pate Sr., CHAE, CHTP, MBA, assistant controller & IT director, Highpointe Hotel Corporation
  • Neal Patel, CHIA, CHO, managing partner, Blue Chip Hotels
  • Henri Roelings, founder and CEO, Hsyndicate
  • Prakash Shukla, managing partner, Wayfare Vc
  • Richard Siegel, president and publisher, Hospitality Upgrade
  • Jason Smith, vice president of communications, HSMAI
  • Martin Stanton, vice president of financial information systems, Two Roads Hospitality
  • Michael Tinkey, CEO, OpenTravel Alliance
  • Andy Tjan, CHTP, director of technology and innovation, Rosewood Hotels & Resorts
  • Richard Tudgay, senior vice president of IT, Highgate Hotels
  • Lyle Worthington, CHTP, CIO, The Student Hotel
     

In addition to HITEC Houston, in 2018 HFTP will bring back its two, regional conferences: HITEC Amsterdam and HITEC Dubai. HITEC Amsterdam will take place from April 11-13 at the RAI Amsterdam Convention Centre in Amsterdam, The Netherlands. HITEC Dubai will take place in the fall. For more information about HITEC and HFTP's other international activities, contact the HFTP Meetings & Special Events Department at education@hftp.org or visit www.hftp.org and www.hftp.org/hitec.

2018 Commercial Real Estate Lending Predictions

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By Brian Holstein

Borrowers and lenders both enjoyed a fruitful 2017 and US Hotel Advisors predicts that 2018 will be more of the same.

Looking Back at 2017

Most experts predicted that 2017 would be a rough year for commercial real estate lenders and borrowers alike.  The “Wall of Maturities” was supposed to come crashing down. The newly-instituted risk-retention regulations were expected to curtail lending capacity and damage liquidity.  Both the 10-year Treasury rate and loan spreads were projected to rise.  All of this sounds dreadful, unless of course it never happened.  US Hotel Advisors took the contrarian view and got it right. 

The “Wall of Maturities” turned out to be a non-event.  According to Trepp, 5.18% of CMBS loans were 30+ days delinquent at the beginning of 2017, increasing to a peak of 5.75% in the summer, but dropping down to 4.89% by December.  As predicted, borrowers faced with funding shortfalls, tapped the robust mezzanine loan market to bridge the equity gap as the percentage of CMBS loans originated with subordinate debt increased by more than 50% compared to the end of 2016.

Risk-retention regulations ultimately proved to be positive.  The bond market applauded the idea of lenders having “skin in the game” and lenders were rewarded with a massive rally in credit spreads and a seemingly endless appetite.  10-year AAA CMBS bond spreads began the year at 103 basis points over the 10-year Swap rate and ended the year 25 basis points lower at S+78 basis points.  10-year BBB- spreads began the year at S+546 and ended at S+345, an improvement of more than 200 basis points.  As we predicted, this translated to spread contraction, although admittedly, we did not foresee spreads dropping 50 basis points - a welcome surprise.  CMBS volume finished the year at approximately $95 billion, much higher than most analysts predicted and higher than 2016 volume by approximately 27%.

The 10-year Treasury rate finished the year at 2.41%, lower than where it started the year (2.45%) but within our predicted range of 2.36-2.79%, the top end of the range representing the WSJ Economic Survey rate.

Looking Forward to 2018

Hotel Construction Loan Availability

According to Lodging Econometrics, there were approximately 99,881 new hotel rooms delivered in 2016 and a projected 112,016 rooms delivered in 2017, representing supply growth of 2.0% and 2.2%, respectively.  The firm projects an additional 2.5% annual supply growth in both 2018 and 2019.  As of 3Q17, there were 149,055 rooms in the “early planning” stages of development, with 251,259 rooms scheduled to start construction in the “next 12 months” and 208,523 rooms “currently under construction.” 

US Hotel Advisors believes that a significant number of the projects within the stages of  “early planning” and “next 12 months” will not break ground according to plan, with some being put on hold indefinitely.  Sky-rocketing labor and materials costs will render some projects unfeasible; however, most mothballing will be attributable to the unavailability of traditional bank construction financing.

Projects with good projected profit margins will resort to non-recourse construction financing, which is more expensive than traditional recourse bank lending, but offers the benefit of higher leverage without the need for a personal guarantee.

Permanent and Bridge Loan Availability

CMBS, Life Insurance Companies, Debt Funds and REITs will have no problem meeting borrower demand in 2018.  Even Life Insurance Companies, funded with the help of outside investors, are ramping up bridge loan programs.  Recourse banks will continue to lose market share as more borrowers transition their growing portfolios to non-recourse financing to help minimize contingent liability risk.  A large percentage of loans originated this year will be refinances of 5-year loans closed in 2013 and value-add or construction loans originated in 2015-2017, which should be positive for credit quality.  Overall, lending volume will be down from last year, but it will be a function of the last recession (very few 10-year loans were originated in 2008) and not a new recession. 

Credit/Loan Spreads

Given how far credit spreads declined in 2017, there will inevitably be a slowdown in spread contraction this year.  The natural decline in demand-related volume mentioned above combined with fierce lender competition for high quality, low leverage loans will make 2018 a “borrower’s market” and be the main driver of spreads.  Spreads will bounce around in a tight range and finish the year slightly lower than where they began. 

Interest Rates

The 10-year Treasury rate is approximately 150 basis points lower today than it was in April 2010, when it peaked at 4.01%, even though we are now in the 9th year of the business cycle.  The Federal Reserve guides short term rates through use of the Fed Funds rate.  This rate currently stands at 1.25-1.50%, up from 0.00-0.25% when the Fed began raising the rate at the end of 2015.  The market, not the Fed, determines long-term rates (quantitative easing aside), which do not always move in the same direction as short-term rates.  In fact, the 10-year Treasury rate is essentially flat year-over-year and yet the Fed Funds rate is up 75 basis points.  Given the recent resurgence in wage growth, which had been largely non-existent throughout this cycle, we expect the Federal Reserve will follow through with its prediction of three rate hikes this year.  Consequently, the Fed Funds rate is expected to be 2.00-2.25% by year end.  Nonetheless, US Hotel Advisors once again believes that the 10-year Treasury rate will come in above the current rate but well below the WSJ Economic Survey rate of 2.93%.

Big Winners

The big winners in 2018 will be developers who opened up new hotels in 2016 and 2017 that will be ready for permanent financing now that they have at least 12 months of operating history.  Lenders will be very aggressive on these take-out loans given that most of these hotels will outperform older properties in their respective competitive sets and borrowers will lock in long-term, fixed-rate financing at very attractive interest rates.        

The Buccini/Pollin Group Acquires 238-Room Hilton Melbourne Rialto Place in Florida

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Washington, DC, January 9, 2018—Officials of The Buccini/Pollin Group, a privately held, full-service real estate acquisition, development and management company (BPG), today announced that it has acquired the 238-room Hilton Melbourne Rialto Place in Melbourne, Fla.  PM Hotel Group, a leading, national hotel management company based in Washington, D.C., will operate the hotel.

“BPG’s recent acquisition of the beautifully renovated Hilton Melbourne Rialto Place reflects the continued success of our strategy of acquiring newly renovated, premier-branded, full-service hotels in key business markets across the US,” said Dave Pollin, co-founder, BPG. “With strong marketing and management, we believe this hotel has excellent upside.  We now own and operate twenty-six hotels with several other acquisitions and development projects in the works.

“The Hilton Melbourne Rialto Place is the only full-service, first-class hotel in the mainland market.  It is centrally located just one-mile from the Melbourne International Airport; the surrounding aerospace industry’s booming Space Coast industrial base; Melbourne’s beautiful beaches; and multiple nearby youth sports complexes.  The property also benefits from its sophisticated style, many recreational amenities, including tennis and basketball courts, and Hilton’s world class global distribution system.”

The hotel recently completed an extensive $5 million upgrade.  With more 12,000 sq. ft. of function space, the Hilton Melbourne Rialto Place is one of the busiest meeting and event hubs on Florida’s Space Coast.

2017 Particularly Active Year for BPG

2017 was a particularly active year for BPG.  Other highlights include:

  • Completed construction on the 310-room Embassy Suites Midtown Manhattan, the only Embassy Suites in New York City, opening January 17, 2018.
     
  • Acquired the 238-room DoubleTree by Hilton Wilmington, Del.
     
  • Broke ground on the 260-room Virgin Hotels Nashville, Tenn., in partnership with Virgin Hotels and founder Richard Branson.
     
  • Acquired the HOTEL DU PONT, the historic, Four Diamond, Grande Dame in the heart of Wilmington, Del.
     
  • Acquired the Sheraton DFW Airport Hotel, a 302-room, recently renovated hotel in dynamic Irving, Texas, epicenter of the Dallas Metroplex.
     
  • Completed more than $30 million in renovations, upgrades and repositioning, including: a complete reimagining of the 353-room Sheraton Raleigh Hotel in N.C.; opening the first Renaissance Hotel in downtown Philadelphia; and an addition and comprehensive renovation of the Fairfield Inn by Marriott King of Prussia, Pa.
     
  • Nearing completion of the 177-room Canopy by Hilton Hotel Washington, D.C. – Bethesda North, opening in February, 2018.
     
  • Nearing completion of the 153-room Canopy by Hilton Portland, Ore. – Pearl District in April, 2018.
     

“We maintain a full acquisition and development pipeline as we enter 2018,” Pollin added.  “With the economy continuing to hum along and continued low interest rates, we forecast a happy and healthy New Year for both BPG and the hotel industry at large.”


Sage Hospitality Appoints Chaya Donne as Director of Sales and Roque Medina as Food & Beverage Director for Hotel Nia

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(MENLO PARK, CA; January 9, 2017)—Hotel Nia (200 Independence Dr.), a luxury hotel located in the heart of Silicon Valley, announces Chaya Donne as Director of Sales and Marketing and Roque Medina as Food & Beverage Director. The 250-room property is scheduled to open spring 2018.

Bringing over 25-years of sales experience and 22-years of hospitality experience to her role, Donne is responsible for all aspects of sales, including associate development, budget management and providing vision on both short and long-term strategies to achieve competitive financial goals.

Medina brings over 23-years of domestic and international hospitality experience, and oversees the developmental strategies and implementation of brand service, as well as initiatives for all food and beverage operations.

“I’m looking forward to providing Menlo Park and the surrounding areas with a brand new, unparalleled luxury experience,” say Donne. “The property embodies the entrepreneurial spirit of Silicon Valley and will be a wonderful resource for those looking for additional meeting space, a weekend getaway, or a home-away-from-home for the business traveler.”  

Prior to joining the Hotel Nia team, Donne served as the Director of Sales and Events at the four-diamond luxury Stanford Park Hotel. Among her many other accomplishments, she has also served as the Director of Sales and Marketing at The Mission Inn Hotel & Spa, the Hilton San Diego Mission Valley, the San Diego Marriott La Jolla, and the Omni Hotel in Los Angeles and Tucson, AZ.

Medina’s career began at The Ritz-Carlton Hotel in Cancun, Mexico, which later led him to serve as Restaurant Manager and Assistant Food & Beverage Director in Doha, Qatar and Santiago, Chile. More recently, Medina served as Food & Beverage Director at Solage Calistoga and The Resort at Marina Village, as well as General Manager of Vida at Fontainebleau Miami Beach.

“We’re offering a dynamic food & beverage program for the community that will give them a place to entertain, relax, and collaborate with colleagues,” says Media.  “Our chef-driven California Mediterranean restaurant, Porta Blu, has indoor and outdoor seating, including a large bar and semi-private indoor cabanas. We also have a partnership with Verve Coffee Roasters, making it easy for guests to grab a quick cup to-go or linger in a more casual setting.”

Hotel Nia is part of Marriott’s Autograph Collection, a handpicked group of unique luxury hotels tied with Marriott’s reward program. The property is financed by Ensemble Real Estate Investments and AECOM Capital and is managed by Sage Hospitality. To learn more about Hotel Nia or for reservations, visit hotelnia.com.

AHC+Hospitality Appoints Kylene Geyer as Senior Marketing Manager and Ashley Savransky as Marketing Coordinator

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GRAND RAPIDS, MI – January 9, 201 – AHC+Hospitality has expanded its marketing team under the leadership of Chief Marketing Officer Chad LeRoux to further advance the hospitality management company’s marketing abilities as it continues to grow in 2018.

Kylene Geyer has been promoted to senior marketing manager and Ashley Savransky has joined AHC+Hospitality as marketing coordinator. Both will support and execute marketing efforts for the brand’s collection of owned and managed properties across the U.S. and internationally.

“As AHC+Hospitality continues to grow in new markets, expanding our marketing team will allow us to stay on the cutting edge of both digital and traditional trends, pivotal to our continued success,” said LeRoux. “Both Kylene and Ashley are strong strategists who will play integral roles in the promotion and advancement of our brands as we continue to position our properties as premier hospitality destinations in each of our markets.”

A veteran of AHC+Hospitality for six years, Kylene Geyer’s new role as senior marketing manager includes developing integrated branding and communications initiatives for the company. Her responsibilities include marketing campaign ideation, strategy development, and implementing brand campaigns and market programs that drive revenue. Prior to her role in marketing, Geyer served as the private dining sales manager for Ruth’s Chris Steak House inside the historic Amway Grand Plaza, Curio Collection by Hilton. During her tenure, the steak house was recognized with the 2016 Franchise Leadership Team of the Year award.

Ashley Savransky, the new marketing coordinator for AHC+Hospitality is responsible for supporting and executing day-to-day marketing initiatives and ancillary programs for the hotels, including ad partnership development for SOLACE magazine and SOLACE TV. Savransky works collaboratively with the marketing team to provide support with brand development, digital reputation management and project management.

It All Starts with Strategy at HSMAI’s Digital Marketing Strategy Conference

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(McLean, VA, January 9, 2018) The Hospitality Sales and Marketing Association International (HSMAI) is pleased to announce that the 2018 HSMAI Digital Marketing Strategy Conference will take place February 21 at the New York Marriott Marquis. Focusing on strategy and innovative solutions, the event will bring together senior leaders in hotel marketing and their partners for thought-provoking conversations, presentations with practical applications, and the latest tools and insights to drive revenue and engage guests. HSMAI’s 2018 Digital Marketing Strategy Conference will be held the day after the HSMAI Adrian Awards Gala.

The theme of this year’s Digital Marketing Strategy Conference is “It starts with strategy.” Robert A. Gilbert, CHME, CHBA, president and CEO, HSMAI, explains, “Digital marketing is too important to a hotel’s business outcomes to be poorly planned or just a series of uncoordinated efforts; strategy should be front and center. That’s why this conference is so important.” He continued, “Key stakeholders and thought leaders in the industry will identify and examine digital marketing trends and hospitality marketing professionals will learn how to incorporate them strategically to optimize revenue.”

The conference will deliver educational insights to help attendees optimize their digital marketing efforts, including but not limited to SEO strategy, web presence, mobile, and social media.

The HSMAI Digital Marketing Strategy Conference will feature compelling speakers who are industry experts on topics that include the following:

Opening General Session with Heath Slawner, Start With Why
To kick off the conference, the highly engaging Heath Slawner will challenge attendees to examine and articulate the “why”—or inspiration—behind guests picking your hotel or travel destination. Explore why what individuals do becomes more powerful and relevant when we know why they do it.

Executive Insights: It Start With … Owners
A panel of industry leaders, each with a keen eye for the digital side of the business, will bring their ownership perspectives to bear on the hotel digital marketing landscape and beyond. They will share their insights into how they take the whole ecosystem surrounding their investments into account as they evaluate marketing plans and activities. It is a candid conversation with actionable insights.

Digital Insights: Ideas Worth Sharing
Through a new twist on a conference tradition, 6 marketing executives will share their interesting ideas and case studies for driving revenue and profit. In 7 minutes, each will share:

  • best practices with practical takeaways that attendees can use to sharpen their everyday skills and boost property performance, or
     
  • strategic insights that broaden attendees’ perspectives and help them better understand key issues and concepts that impact the strategic and leadership aspects of the digital marketing discipline.
     

Closing General Session with Michael Tchong, Founder, Ubercool Innovation
Michael Tchong is an expert on disruptions that reinvent markets, particularly social media, technology, and marketing trends and innovations that are reshaping our world. He will inspire attendees with insights into changing consumer and business trends, and challenge their creativity and inventiveness.

In addition, breakout sessions will be presented in two targeted tracks. The Leadership Track is ideally suited to team leaders who wish to broaden their perspectives and better understand emerging issues and concepts that impact the financial and leadership aspects of the marketing discipline. The Best Practices Track will provide attendees with practical takeaways that can be used by digital marketing practitioners to sharpen their everyday skills and boost property performance.

Thank you to HSMAI’s conference partners:

Platinum: BCV
Silver: Booking.com, Cendyn, Milestone Internet Marketing, Pegasus, Tambourine, TravelClick, Wpromote
Bronze: DerbySoft, IDeaS – A SAS Company, Infor, Expedia Media Solutions, Knowland, Screen Pilot, Stackla, Triptease
Media: HotelNewsNow.com, Hospitality Upgrade

View the full agenda for additional information and to register for the event. Media passes are available by contacting Andrea Bomar at abomar@hsmai.org.

Strand Hospitality Services Assumes Management of the Hampton Inn & Suites Navarre, Florida

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(Navarre, Fla.) January 10, 2018 – Strand Hospitality Services, a leading provider of hospitality operations, consulting and advisory services, recently announced that it has assumed management of the Hampton Inn & Suites Navarre, located at 7710 Navarre Parkway, Navarre, Florida.

Ideally situated just three miles from the white sandy beaches of Florida’s Emerald Coast between Pensacola and Destin, the hotel boasts 102 spacious guestrooms and suites with amenities such as; free Wi-Fi, an outdoor swimming pool, fitness center, business center and meeting space.     

The hotel also features a contemporary lobby which offers an appealing array of free hot breakfast choices every morning.

“Strand will work closely with the owners to make sure that we continue to build on the current successes of the property,” said Andrew Pace, Senior Vice President of Strand Hospitality. “Strand strategically has continued to expand our partnerships and management with Hilton Hotels. Strand also currently has seven Hilton properties in its portfolio.”   

 For more information on the Hampton Inn & Suites Navarre, Fla., visit http://hamptoninn3.hilton.com/en/hotels/florida/hampton-inn-and-suites-navarre-PNSNVHX/index.html or call the hotel directly at 850-939-4848.

Interview: First Hotels - A Hotel Technology Perspective

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In an Interview, Johan Applegren, Manager Cost & Revenue Center at Tribe Hotels AS shared his insights about finding a new PMS platform for First Hotels and why they selected StayNTouch®

As head of a newly established center with a focus on revenue management, analysis, business development and cost efficiency at all Tribe owned hotels (First Hotels) in Scandinavia, Johan’s responsibilities include:

  • Following up revenue managers for all our hotels in Scandinavia
  • Strategies for optimizing revenue and results
  • Analysis of hotel performance and results
  • Total profit management
     

Johan has been in operations all his life working his way from front-line positions up to his current executive level.

In an interview, he shared his insights about his role in finding a new PMS platform for First Hotels.

What is important to you related to technology platforms?

We focus on technologies that are simple in nature. They must be easy to learn and easy to implement but also be able to fulfill all our requirements. The company has high turnover as do most hotels companies and thus the system needs the capability to train new employees easily. We also want to limit the number of systems required, and finally, it needs to be future-minded, e.g., mobile check-in/check-out door lock integration and whatever next is going to come down the road.

Do you think today’s technology hotel companies develop what is the next shiny object or do they develop based on the true market requirements of our industry?

We have been doing a complete revamp of our entire infrastructure, and I have met many start-ups during this process. I believe that a number of them develop their solutions based on what is “neat” and I have a feeling that they do not always know the demands on a hotel and it operations. Our industry is littered with legacy systems, so it may be a little easier for startups to pitch the future than it would be in other industries.

Do you see ancillary spend becoming a large part of how hotels drive revenues?

All of it depends on what type of properties you have. People talk about total revenue management, and it is essential to look at all revenue streams when trying to optimize all aspects of your sales. I also believe it is important to look at the true Net RevPar. Too few hotels do this. We, at times, do not know the true profitability of a room. We also need to understand the total cost of distribution, and when you understand this, you can implement a very profitable channel strategy.

When you looked at property management systems, what were the features that they had to have, to make your short list?

They have to have a mobile check-in, they must be cloud-based, and they needed to be intuitive, to learn quickly. The user interface was very important for us. It has to be with how we teach our employees but also how quickly they can take the information and repurpose this for our guests. The new PMS needed to be able to connect to our other systems such as our loyalty solution, channel management platform, our CRS, etc. We then limited it down to two platforms. We do not want to change how we think, how we work to replace a PMS. Don’t get me wrong, we are flexible, but we didn’t want to re-invent the wheel. This is where StayNTouch did a great job. They understood our previous platform and were able to deliver a similar workflow process that wasn’t intrusive.

What level of due diligence did you do in regards to the service and support of the new solution?

Well, we didn’t want to be a small fish in a big pond like we were with our previous provider. We wanted to be able to work alongside a partner rather than a vendor and feel as if our input was going to be heard. The ongoing support is very important to us. When it comes to development, we are very interested in working with a company that will listen to our new requirements and do their utmost to implement new features when required.

Where do you see the future of hotel technology?

Consolidation is key, so you don’t have to require a hundred systems. I understand that we will always need different systems however we would like to be able to reduce the total number of partners. The tech space is evolving and changing at a rapid pace, so we need to find out what to we truly need versus what we wish we had. Technology prioritization should be seen as an imperative when making buy decisions. Finally, gaining information from multiple systems and using that data effectively to affect change hopefully will be a big area of technological improvement.

SEE THE STAYNTOUCH MOBILE PMS PLATFORM LIVE

Japan’s Hoshino Resorts to Launch New Hotel Brand, OMO, in Spring 2018

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TOKYO -- The leading Japanese hotel management company, Hoshino Resorts Inc. (Yoshiharu Hoshino, CEO) is launching a new hotel brand, OMO, with its first hotel scheduled to open doors in spring 2018. This is the company’s fourth hotel brand, following HOSHINOYA, RISONARE, and KAI. OMO will cater to tourists who normally stay at medium-range economy hotels that are frequented by business travelers, but who are seeking accommodation that is more personal and tourism-oriented. Hotels will be built in city centers rather than in traditional resort areas. The first two will be launched in Asahikawa, Hokkaido, and Otsuka, Tokyo.

Brand Concept
Get down with the local rhythm
By introducing you to the area’s best-kept secrets and offering unique surprises at every location,
OMO will help make your trip something to truly remember.

Background

Recent years have seen a significant rise in the number of tourists staying at hotels in city centers. However, many are no-frills hotels used primarily by business travelers. Sensing that such hotels may be discouraging to tourists, sapping them of their excitement before they have begun exploring the city, Hoshino Resorts decided to develop an urban hotel that would actively cater to tourists. Eventually, the company arrived at a concept that reflected their desire to avoid creating just another option for accommodation: “Get down with the local rhythm.”

Future plans

In spring 2018, Hoshino Resorts is scheduled to open OMO7 Asahikawa and OMO5 Tokyo Otsuka. A third OMO hotel is scheduled for launch near Shin-Imamiya Station in Osaka. The numbers included in the hotel names signify the range of services offered, such as restaurants and other facilities and amenities specific to the OMO brand, with 0 denoting a completely no-frills experience and 9 signifying the complete OMO experience. The company hopes to expand the OMO brand to regional cities across Japan that offer a wide range of attractions for both domestic and overseas visitors.

Developed by BGR Mining & Infra Ltd., Hyatt Place Hyderabad/Banjara Hills Opens

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CHICAGO (January 10, 2018) – Hyatt Hotels Corporation (NYSE: H) announced the opening of the first Hyatt Place hotel in Hyderabad, in the Indian state of Telangana. Developed by BGR Mining & Infra Ltd., Hyatt Place Hyderabad/Banjara Hills offers a fresh perspective on the uncomplicated stay experience that is a hallmark of the Hyatt Place brand.

The Hyatt Place brand is rooted in extensive consumer insights indicating that guests seek stylish, comfortable, seamless experiences that accommodate guests’ lifestyles and familiar routines. To embody this, the brand offers casual hospitality and purposeful service in a smartly designed, high-tech and contemporary environment.

“We are excited to introduce Hyatt Place Hyderabad/Banjara Hills as the third Hyatt-branded hotel to open in the city of Hyderabad, joining Park Hyatt Hyderabad and Hyatt Hyderabad, Gachibowli, which have already created a strong affinity for the Hyatt brand among travelers,” said Kurt Straub, vice president of operations for India, Hyatt. “Hyatt Place Hyderabad/Banjara Hills has been designed specifically with our guests in mind, blending comfort with convenience. Our guests are constantly on the move, and we want to make sure our multitasking guests can easily accomplish what they need to do while on the road, making their journey easier, more productive and successful.”

With a strategic location in the heart of Hyderabad, Hyatt Place Hyderabad/Banjara Hills is the perfect place to experience the city’s southern Indian charm. The hotel’s central location makes it easy to get around the city, with shopping, sightseeing and the business hubs of Hyderabad all in the vicinity.

“This new addition to the Hyatt portfolio in Hyderabad will offer a different type of experience, as Hyatt Place hotels are a new generation of hotels that offer casual hospitality and purposeful service in a smartly designed, high-tech and modern environment,” said General Manager Swarendra Sahay, Hyatt Place Hyderabad/Banjara Hills.

Hyatt Place Hyderabad/Banjara Hills offers:

  • 147 roomy rooms and suites with separate spaces to sleep, work and play
     
  • Comfy Cozy Corner with sofa-sleeper in the rooms, which are the perfect spot to recharge and watch
     
  • 43” flat screen TV
     
  • Free WIFI throughout the hotel and guestrooms
     
  • Gallery Kitchen Breakfast for guests available daily in the Gallery Kitchen, featuring an array of breakfast favorites
     
  • 24/7 Stay Fit Gym offers Life Fitness machines with built-in TVs, free-weights and exercise balls
     
  • Outdoor pool with deck beds is the ideal place to sit back and relax
     
  • The E-Room which has modern conveniences that guest’s need, from a range of computers to printing services
     
  • Meeting Spaces offer more than 5,000 square feet of indoor meeting space for a small or mid-sized event, as well as a pre-function area measuring 3,571 square feet; meeting spaces are spread over two floors – each floor has a large meeting room measuring 2,475 square feet and 2,528 square feet respectively that can be used as a whole, or divided into three equal parts for smaller meetings and events, and the 5,000-square-foot open terrace is the ideal space to host corporate and social events
     

“We are delighted that Hyatt Place Hyderabad/Banjara Hills has come to Hyderabad. This opening not only raises regional expectations, but will also prove to boost guests’ inflow to the destination,” said Umapati Reddy, managing director, BGR Mining & Infra Ltd. “The Hyatt Place brand offers an innovative service concept and a modern design that will be successful in Hyderabad. BGR remains highly committed to serve the society by providing modern and affordable accommodation and services to cater needs of visitor’s in this great city.”

Hyatt Place Hyderabad/Banjara Hills Leadership

Hyatt Place Hyderabad/Banjara Hills is under the leadership of General Manager Swarendra Sahay and Director of Sales and Marketing, Chandan Kumar Chanchal. In his role, Sahay is directly responsible for managing the day-to-day operations of the hotel, including overseeing the hotel’s 120 associates and ensuring guests encounter the purposeful service for which the Hyatt Place brand is known. Chanchal is responsible for providing sales service and support to travelers and meeting planners frequenting the Hyderabad area. 

For more information, please visit hyderabadbanjarahills.place.hyatt.com.


Austria Trend Hotels, in Partnership with Carlson Rezidor Hotel Group, Open the Radisson Blu Park Royal Palace Hotel, Vienna

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VIENNA / BRUSSELS - January 10, 2018

Radisson Blu, the iconic hotel brand driven by innovation and design, is proud to announce the opening of its second hotel in Vienna, Austria. The modern 233-room Radisson Blu Park Royal Palace Hotel, Vienna, a rebranding of an existing hotel, opened its doors under a new umbrella to offer memorable and unique experiences that meet the promises of the iconic, stylish and sophisticated hotel brand. The hotel is located next to Schönbrunn Palace – one of the most important cultural and historical monuments in the country.

“The capital of Austria remains a focal market for our growth journey,” said Elie Younes, Executive Vice President & Chief Development Officer of the Carlson Rezidor Hotel Group. “The additional hotel brings the group´s portfolio in Vienna to three hotels – two Radisson Blu properties and one Park Inn by Radisson – with nearly 500 rooms, and we will continue to look for further opportunities in this city alongside our franchise partner Austria Trend.”

The Radisson Blu Park Royal Palace Hotel, Vienna, features 233 guest rooms, including 21 suites. Guests have an all-day restaurant and lobby bar, executive lounge, gym, sauna and relaxation area at their disposal. The property also features a ballroom, with more than 600m2 of space and a total capacity of 500 people, along with nine modern seminar rooms.

The Austria Trend Hotels, Austria’s largest hotel group, have already had a successful cooperation with the Radisson Blu Hotel Altstadt in Salzburg since 2001.

“Our partnership with the Carlson Rezidor Hotel Group, operator of Radisson Blu, in Salzburg has proven to be very positive; the figures are very satisfactory,” explained Martin Winkler, Spokesman of the Verkehrsbüro Group executive board. “Our aim is to strengthen the international position of the Hotel Park Royal Palace through the Radisson Blu brand.”

“Radisson Blu is an established and attractive hotel brand, for guests in the leisure and business segments, as well as those from the intercontinental overseas markets – especially from the USA and Asia,” added Andreas Berger, Managing Director of the Austria Trend Hotels. “The positioning of the Radisson Blu Park Royal Palace Hotel, Vienna, as a leading international hotel in the immediate vicinity of Schönbrunn Palace will be strengthened through the cooperation.”

For more information, please visit https://www.radissonblu.com/en/park-royal-palace-hotel-vienna

A Top Priority in 2018: 7 Steps to Achieve Hotel Website Accessibility and ADA Compliance

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By Max Starkov

Background:

There are approximately 48.9 million Americans with some form of disability. People with disabilities spend over $17.3 billion annually on travel, and the economic impact is at least double that figure since many of them travel with at least one or two other adults (Open Doors Organization). The vast majority of them use the Internet to plan and book travel.

Many travel consumers with disabilities use desktops, tablets, smartphones and other devices to access the Internet with the help of assistive technologies, including text-to-speech screen readers, refreshable Braille displays, keyboard navigation, and captioning. Such technologies have been available and widely used for decades, and today’s hotel website must enable these assistive technologies to allow travel consumers with disabilities to get the information they need and complete a transaction on the hotel website.

Over the past few years, a number of hotel companies—big and small—have been contacted by law firms with legal complaints and lawsuits related to the hotel website not conforming to the Americans with Disability Act (ADA) and various website accessibility guidelines. These law firms seek hefty compensations and claim they represent clients with disabilities who have not been able to use the hotel website to find information or complete a booking. Using simple free HTML scanners and validators that are highly inaccurate, these law firms can easily find examples of non-compliance on any hotel website. In fact, over 95% of all websites are in some form of non-compliance with website accessibility standards (Criterion508).

To be clear, as of this moment, there is no binding law or technical standard in the United States defining website accessibility or requiring adherence to the Web Content Accessibility Guidelines 2.0 (“WCAG 2.0”). Issued by the W3C’s Web Accessibility Initiative, WCAG 2.0 is a globally recognized, technology-neutral standard for web content. However, these guidelines do not carry the force of law in the United States. In fact, the Americans with Disability Act (ADA) does not even mention “Internet” or “website accessibility” and does not provide any concrete website accessibility legal requirements.

There are two main legal justifications, though very vague and confusing, for the onslaught of legal demands and lawsuits:

  • The Department of Justice (DOJ) published the Americans with Disabilities Act (ADA) Standards for Accessible Design in September 2010. These standards state in very vague terms that all electronic and information technology must be accessible to people with disabilities, but they fail to clearly define concrete guidelines and requirements.
     
  • Section 508 regulations, which are an amendment to the Rehabilitation Act of 1973 and apply to all information technology, including computer hardware, software, and documentation, and also do not provide any concrete guidelines. In January 2017 the United States Access Board updated Section 508 standards and incorporated requirements that websites used by federal agencies must conform to the WCAG 2.0 guidelines, which directly affect hotels catering to government travel.
     

The Department of Justice is currently developing regulations to provide specific guidance to the entities covered by the ADA, including website accessibility. Companies are encouraged to use the WCAG 2.0 level AA guidelines as a guide on how to become accessible until the DOJ defines the regulations. 

The situation is rather confusing and ripe for various interpretations and frivolous lawsuits.

What Does HEBS Digital Recommend?

In spite of the existing uncertainty and lack of clear mandate and guidelines for website accessibility, hoteliers should undertake all necessary steps to ensure that their websites are in all material respects accessible to and navigable by customers with disabilities, and substantially comply with the WCAG 2.0 AA principles. It is important hoteliers take these steps for the following reasons:

  • Enabling all potential guests, including travelers with disabilities, to interact with and transact on the hotel website is part of the hospitality nature of our industry and makes solid economic sense.
     
  • Abiding to new government standards for websites is a must for hotels catering to government travelers.
     
  • Avoiding frivolous lawsuits and monetary claims saves time, major distractions, and precious resources.  
     

At the minimum, hoteliers must ensure that their websites are accessible to and navigable by customers with disabilities, and substantially comply with the WCAG 2.0 AA principles including:

  • The websites and its various forms and booking engine are navigable using only a keyboard or keyboard equivalent.  
  • Buttons and calls to action include adequate prompting and labeling. 
  • Alternative tags are present on all images on the websites.
  • Navigational elements on the websites are properly labeled. 
  • The websites contain easily resizable text.
  • Pop-ups are not used on the websites.  
  • The websites do not rely on CAPTCHA tools.
  • Image maps are not used on the websites.
     

THE ACTION PLAN: 7 Steps to Ensure Your Hotel Website Accessibility and ADA Compliance

First, make sure your website vendor has undergone website accessibility training and certification and understands and complies with website accessibility and WCAG 2.0 guidelines.

For example, here at HEBS Digital, we have followed, and continue to follow, best practices in website design and website accessibility for over 18 years now. All HEBS Digital web designers, UX experts, web developers, and software engineers have completed rigorous Criterion 508 website accessibility training and have been certified by Criterion 508 Solutions, Inc., which is the most comprehensive ADA compliance consulting, testing, and training solutions company in the U.S., and is used by many Fortune 500 companies.

Second, make sure your property website is enabled to be read and navigated by screen readers, which are often used by consumers with a disability. Screen readers have been available and widely used for decades and today’s hotel website must enable these assistive technologies to allow travel consumers with disabilities to get the information they need and complete a transaction on the hotel website.

The easiest way to test your website accessibility is to use JAWS screen reader software, which is the most widely used screen reader technology, and ensure that users can navigate through the website using only their keyboard (without the use of a mouse). You must also ensure that users can

  • reach the website booking engine using the website’s Search & Availability Widget and continue and complete the booking process;
  • navigate through the website and RFP forms;
  • find descriptions of the property’s services and amenities;
  • find the property location;
  • and find property contact information (phone or email).
     

Third, make sure your booking engine vendor complies with website accessibility and WCAG 2.0 guidelines. You can easily test your current booking engine accessibility by trying to complete a reservation without using a mouse—just the keyboard.

Fourth, make sure all buttons and calls to action include text labels, since the lack of these may “hide” the function or purpose of these buttons or calls to action from the screen reader users. Form labels also provide visible descriptions and larger clickable targets for form controls.

Fifth, make sure to provide text alternatives for non-text content: All images on the website must have alternative tags, and ALT Tags should be added any time a new image is uploaded to the website.

Sixth, make sure all internal and external links on the site contain text descriptors since the lack of these may introduce confusion for keyboard and screen reader users. Empty links that contain no text prevent the function or purpose of the link from being presented to the user.

Seventh, make sure your website addresses the Americans with Disability Act (ADA) compliance at the property, and

  • Create a Website Accessibility Statement page that describes the property’s efforts to ensure website accessibility and provides contact information for feedback, or to report any accessibility issues.
     
  • Create an Accessible Amenities & Services landing page that describes the ADA-compliant amenities and services at the property, positioning the hotel as an ADA-friendly property. Include information about the facility’s accessible entrances, wheelchair accessible rooms, and other important accessible information.
     
  • Create an Accessible Rooms landing page that describes the ADA rooms and their amenities. Make sure to include accessible room type, the number and size of beds, any in-room communication features, and the type of bathing facility (e.g., identify if the room has a shower or bathtub with handrails or a roll-in shower).
     

Conclusion:

Though there is no binding law or technical standard defining website accessibility or requiring the hotel website to conform with the Web Content Accessibility Guidelines 2.0 (“WCAG 2.0”), hoteliers must take all necessary steps to ensure their websites are accessible to and navigable by customers with disabilities and comply with the WCAG 2.0 AA principles. This compliance will accommodate travelers with disabilities and fulfill government travel requirements, two very lucrative segments of the traveling public, and avoid expensive frivolous lawsuits.

Partner with a website vendor, trained and certified in website accessibility, to ensure your website complies with website accessibility and WCAG 2.0 guidelines.

Hotel Trends in Technology for 2018

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By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com)

We all know that the future holds many fascinating possibilities about what can be adapted to improve the overall guest experience. The question is what should be acquired and implemented. With this as a guide, I’ve selected the following hospitality technology trends for the coming year not wholly on wow factor but far more so on practicality and ROI.

1. Wielding Your CRM
It’s been a long road from simply trying to comprehend what a CRM is to full data terminal integration and leveraging the inferences based from these interconnections. In 2018, those ambitious hoteliers who have fought to amalgamate all their hotels’ various guest profile databases into one unified system will now see the fruits of their labor. With a rich CRM you can drill down to craft highly targeted and overly effective promotional offers. You can also design better onsite programs to capture more ancillary revenue. Above all, knowing guest preferences lets you build a more bespoke experience. I will admit, though, that attaining a unified CRM amongst all of a hotel’s databases is a bit like pulling teeth, but it’s a necessary evil nonetheless.

2. Smart TVs Become a Reality
The epitome underlying any technological democratization is the gradual lowering of prices so that the new toys become more accessible to the masses. While smart televisions were fun to demo at past conventions, many of us never really gave them much thought beyond that. Now, however, with sticker shock waning, a bulk order of new in-room wall monitors may be just the ticket for your 2018 upgrade budget. Further, the table name electronic brands like Samsung have built the latest iterations of these devices with greater degrees of compatibility than ever before so that they have significantly less depreciation and more utility over the long-term, especially for when you eventually decide to upgrade to a smart thermostat, digital door signage, bathroom wall displays or any other component that can integrate directly into the television.

3. Casting as Expectation
As streaming services like Amazon and Hulu usurp traditional broadcast as the primary medium for television consumption and cord-cutting becomes ever more prevalent across all demographics, having casting technology in the guestroom is likewise moving from a value-add to an expectation. Put another way, if you can’t facilitate a proper connection between guests’ phones and the in-room televisions so they can stream off their own stored profiles, you risk making the overall experience feel dated and mediocre at best. In tandem with the spread of smart TVs, the good news is that there’s also democratization at work here, meaning that this tech is now cheaper and simpler. Not only are casting boxes provided by companies like SONIFI easy to install and use, but televisions are also more amenable to these kinds of software and hardware connections.

4. Digital Art
It’s time to think of screens as more than just mediums by which to watch sports or scroll through endless movie options on Netflix. When you consider a public space, screens have the potential to display whatever programs they are instructed to run. While you can start small by playing around with cool new electronic corridor signage that helps to evoke the core of your brand, you can also make quite a splash by recruiting an interior designer to transform a series of parallel monitors into a lattice of locomotive yet eloquent artwork. With OLEDs drastically cutting the energy cost and new screens built specifically for outdoor durability, digital art will soon see wide deployment to increase the allure of hotel lobbies or other public areas. If you’re interested in pursuing something down this road, your first action should be to recruit an art consultant to help you source the people and develop the theme.

5. Training Goes Tech
In search of new and creative ways to cut costs, hoteliers are now looking for technology to solve their staffing woes. Building a mobile app for associates to learn the fundamentals of their job responsibilities like what’s offered by HubEngage represents the base level for this, as it can sharply reduce a supervisor’s time spent on job shadowing as well as a manager’s time on one-to-many communication bulletins. Looking beyond mere cost savings, though, harnessing the power of tech for training can heighten team accountability, eliminate legacy issues and boost overall morale which in turn translates to less employee turnover and absenteeism. The pinnacle for this silo is Novility which teaches SOPs as well as corrective exercises through a motion-sensor training station. In short, training hardware and software helps to enrich your team so guest service delivery is never compromised.

6. …And Wellness for All
Two population trends are contributing to the rise of wellness programs at hotels such as Hilton’s Five Feet to Fitness or throughout any of IHG’s EVEN properties. First is the overall aging of the Western World, which will inexorably lead to an increased demand for care products, of which tech can play a role in helping to facilitate this demographic’s extended independence. Meanwhile, millennials and the iGeneration have largely been raised under the belief that diet and exercise are essential for one’s health, and these digital natives are always on the lookout for brands that can motivate them in this regard. Whether it’s apps that track their daily movement patterns or interactive tools to stimulate them to fit in a workout whenever its possible, this health consciousness can mean big business for any hotel brand that wishes to capitalize upon it by using tech to help get people moving. 


This article may not be reproduced without the expressed permission of the author.

Editor’s note: To discuss business challenges or speaking engagements please contact Larry directly.

Boutique & Lifestyle Lodging Association (BLLA) Connects Travel and Hospitality Industry Executives for 5th Annual Executive Women’s Conference in Los Angeles

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Conference to feature hospitality, travel & tourism executives for one-day event, March 8th at the SLS Beverly Hills Hotel

Los Angeles, CA, January 10, 2018 – BLLA is pleased to announce the fifth installment of the Executive Women’s Conference, focusing on elevating the voice of women in an industry that benefits so much from their impassioned efforts. The event is taking place on March 8th which is International Women’s Day. After the Golden Globe Awards Sunday night and the ‘Times Up’ message and action, this conference is perfectly positioned to bring together professional women who work in travel and hospitality.

International Women’s Day campaign’s, #BeBoldforChange as well as #PressforProgress are supported by the BLLA Women’s Network. The strength of this global network of women are the force behind the shattered glass ceiling which is now old news.

Our agenda for the day will cover a range of topics pertinent to those who have experience navigating the travel and hospitality industries. BLLA Founder and CEO Frances Kiradjian will be joined by Edie Rodriguez, Americas Brand Chairman at Ponant Luxury Cruises, Caroline MacDonald, VP of Sales at Rosewood Hotels, Bonny Simi, President of JetBlue Technology Ventures and Cadence Travel (a Virtuoso agency) Founder, Wendy Burk, to name just a few. These industry veterans, along with many others, will lead a series of thought-provoking panels, keynotes and interviews, sure to inspire forward motion in both the travel and hospitality sectors.  

“We are committed to creating a forum to encourage discussion of issues pertaining to women in tourism & hospitality,” noted BLLA Founder and CEO Frances Kiradjian. “Our Executive Women’s Conference continues to highlight and project the success of leading industry females of today and tomorrow.”

Since its founding in 2009, BLLA has hosted events aimed at educating and connecting independent hoteliers and the professionals who help them function. Powered by the association, the Travel Industry Executive Women’s Network (TIEWN) aims to do the same for executive level ladies in the travel, hospitality and tourism sectors.

Since its genesis, BLLA has been witness to countless innovations and obstacles that have affected our ever-changing industry. Most recently, progress has been driven by exponential advances in technology, groundbreaking business partnership ventures, shifts away from conventional marketing methods, and the demand for continuity in people’s daily routines while away from home. Wholesome experiences that facilitate lifestyles will continue to be the foundation for success in 2018. All this and more to be examined over the course of our day at the SLS Hotel in Beverly Hills.

In addition to learning from the illustrious line up of panelists we’re curating for the day, attendees will have the chance to participate in networking sessions, working breaks and lunches as well as a cocktail hour at the conclusion of our sessions. Please visit www.TIEWN.com to learn more about the conference, attending, and sponsorship opportunities.

To purchase tickets to the 2018 Executive Women’s Conference, please register here.

Why Your Guests Return, and Why They Don’t: Your Employees

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By Chris Dornfeld

Every company, to a greater or lesser extent, has to be about customer service. In the hospitality industry, it’s much simpler than that. Hospitality is customer service.

The people who make or break that guest experience are, of course, your employees. And not so much your highly trained, top-dollar employees, but those on the phones and on the floors and in the rooms day after day after day, interacting face to face with your guests.

Those are substantial stakes. It’s a grand opportunity if your employees are up to It. It’s a curse if they’re not.

For the sake of your business, they have to be. And given the nature of their jobs and the miniscule margin for error in our digital, impatient age, they’re going to need all the help they can get.

Let’s take a look at hospitality’s particular employee engagement challenges, and offer a framework for addressing them. Because asking employees to treat guests better than they’re treated themselves, or than they treat each other, is not a likely road to success.

The nature of the game. It’s not too much to say that today’s guest expectations border on extravagant. They come into play in two ways.

Not all that long ago, hotel selection was no more elaborate than whatever was closest to the off-ramp. Today, the smartphone has turned everyone into professional shoppers. Patrons think nothing of spending half an hour researching and making careful assessments based on price, convenience, reputation and previous experience. Several generations have now come of age in a world where everything is instant, information is plentiful and expectations are high. If your business doesn’t measure up to Amazon, so much the worse for you.

The second, more critical expectation transcends the typical idea of customer service. Hotels propose to replicate the comfort of home, with guests paying other people to do all those things that make a home comfortable. The value proposition, implicit or explicit, is “We’ll take care of you.” That dynamic isn’t transactional. It’s quite the opposite: It’s personal.

Actually, it’s super-personal. It’s about meeting guests’ sleeping, bathing, eating, and relaxing needs, usually immediately. So when something goes a little sideways—the bathroom is carelessly cleaned; the wait for the portable crib reaches 30 minutes—guests can experience it as a personal affront. It hits them where they live, almost literally, and the next thing you know there’s a 300-word screed in the comments section of the nearest booking site entitled “I’ll never stay here again.”

Stress meeting stress. It’s not hard to see why employees may not always meet the challenge. Many jobs in hospitality are hard; labor-intensive or repetitive or both. The pay is not always lucrative. The hours, to put it mildly, can be difficult. A frantic pace is not uncommon.

And then there’s the notoriously high turnover rate. According to the Bureau of Labor Statistics, for example, last spring leisure and hospitality led all industries in job openings rate, hires rate, and total separations rate. Such constant change only serves to overburden remaining employees, leaving them limited energy for being cheerfully nice to guests 24/7.

Where all this leads is stressed, possibly unmotivated employees in frequent contact with stressed, worn-out travelers and stressed, anxious businessmen and women. It doesn’t take a crystal ball to predict how these interactions might often turn out.

Not a happy prospect, right? How do you get your establishment out in front of things like this?

Setting the standard. Engaged customers come from engaged employees. There is no other source. And engaged employees come from a carefully cultivated culture of purpose, values, appreciation, ownership, and recognition. It doesn’t happen by accident. What’s needed is a program that does for your employees what you want them to do for your guests.

Engagement has far too many facets to adequately discuss in this space, but one of the most pertinent for hospitality is the need for management to communicate how each employee’s role helps the business achieve its goals (in this case, high CSAT scores). When hospitality workers understand the impact of their service, they can discover meaning and value in their work. That’s how they realize that they, and not the genial general manager, nor the corporate logo on the glass entry doors, are the face of the company.

And that’s immensely important, because when the promise is “We’ll take care of you,” seemingly little things, both positive and negative, become very big things.

Just a seat? For example, in a clock-punching culture, a valet parking attendant’s failure to return the driver’s seat to where he or she found it doesn’t register as important. In a culture of purpose and engagement, where the company’s goals are clear, its values are communicated, and expectations of behavior are defined for every employee on the org chart, even the least-experienced or lowest-paid valet understands that “trivial” things are precisely how guests judge the quality of their stay. More importantly, that valet understands he has the power and responsibility to shape each guest’s experience.

And when those small gestures are recognized, rewarded and reinforced, you’ll not only shape that employee’s performance, but others will take note and the culture of your organization will change.

So now the valet makes sure the seat is right and the air conditioning is on as he hands the guest a water bottle as a token of appreciation. Such seemingly little things bring guests back, and create a big reservoir of goodwill to be drawn upon when something doesn’t quite measure up in the future.

A contagious culture. Here’s a recent example of how a culture of appreciation and recognition can catch fire in a company literally overnight. It comes, appropriately, from a hotel—although of the floating variety.

Earlier this year, Carnival Cruise Line launched a new employee recognition program to help build pride in the company and camaraderie between team members. When Hurricane Irma caused such disruption to travel plans, employees raised their game to take care of their customers. Carnival’s chief people officer recognized employees for their collaboration and hard work. His ecard prompted more than 400 likes and 130 comments within hours.

“It always feels good to be appreciated. I will continue being of service each and every day,” one employee wrote. “So glad to be part of such a strong community and be recognized,” said another.

Putting guests first is exactly the right instinct, but it’s hard to do without first putting your employees first. When they can see excellence in action—both the effect it has on guests and how hard their fellow employees are working to deliver that effect—you’re on your way to building a culture of ownership that meets your guests on their own “home” ground.

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