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Industry Happenings
Southern Living Introduces a Branded Hotel Collection Featuring Properties in 18 Southern States
Southern Living | June 24, 2013
New York, NY - June 25, 2013 - Time Inc.'s Southern Living introduces the Southern Living Hotel Collection, a small, curated group of independent, four- and five-star level hotels, resorts and inns that span 18 Southern states and offer the best in authentic Southern hospitality. Hotels in the collection are vetted according to the same criteria editors use to determine editorial coverage. The collection is by invitation only. Each hotel in the collection provides a memorable experience through impeccable service, outstanding cuisine, high-quality facilities and the finest amenities. The collection will launch with 15 hotels, but the br...
Intelity’s ICE Introduced to Vietnam and Casino Markets at The Grand Ho Tram Strip
Intelity | June 24, 2013
The launch will be Intelity's first implementation of its ICE guest service technology in Vietnam and at a casino property. HO TRAM, Vietnam and ORLANDO, Fla., June 25, 2013 -The Grand Ho Tram Strip, the first large-scale, integrated luxury resort and entertainment destination in Vietnam, will feature Intelity's ICE guest services platform. The installation in the resort's 541 guest rooms and suites will mark several achievements for one of the dominant companies in hospitality technology - first launch in a casino hotel, first partnership with a Vietnamese hotel, and the first installation of the ICEbox, Intelity's new hotel TV solutio...
FCS and Metropolis Technologies Partner to Distribute i-Guest Mobile Guest Services Platform for Hot
FCS | June 24, 2013
Partnership between leading industry technology providers makes best-in-class hospitality guest services platform widely available to hotels across North America. Atlanta, GA and Ft. Lauderdale, FL — June 25, 2013 — FCS Computer Systems, a leading global provider of comprehensive hospitality guest services applications and solution design services, has announced that an agreement has been signed with the leading telemanagement software provider Metropolis Technologies to distribute the revolutionary hospitality guest services platform, FCS i-Guest. Through the new agreement, Metropolis will now offer the mobile-friendly FCS i-Guest ...
iTesso’s New i4Guests Provides Mobile Self-Service Solution for Guests
iTesso | June 24, 2013
PMS-integrated mobile check-in solution also handles secure payment transactions MINNEAPOLIS — JUNE 25, 2013 — The days of checking into a hotel and hoping the front desk agent assigns you a room in your ideal area of the hotel—whether close to or far from the elevators, near the pool, away from the ballroom, or whatever your preference—are now in the past. iTesso, maker of the hospitality industry's most comprehensive hotel enterprise management system, has unveiled a self-service mobile solution that enables guests to select their own guestroom, as well as providing a host of other convenient benefits to both the guest and hot...
Clairvoyix and SundaySky Partner to Deliver Personalized Video Solutions to the Hospitality Industry
SundaySky | June 24, 2013
SmartVideo Promises to Revolutionize Guest Experiences that Boost Loyalty and Engagement Visit Clairvoyix in Booth # 1049 at HITEC 2013 Henderson, Nev., June 25 , 2013 – Clairvoyix, the leader in enterprise class, hospitality specific marketing automation, announced today at HITEC 2013 a partnership with SundaySky, the creator of SmartVideo, to bring personalized, real-time video solutions to the hospitality industry. The partnership combines two powerful marketing platforms to help hospitality brands communicate meaningful marketing and transactional messages that will further endear guests to their properties, their people, and thei...
Clairvoyix Brings Big Data Down to Size and Quantifies the Value of the Marketing Database
Clairvoyix, LLC | June 24, 2013
Using Historical Transactions in the Marketing Database Clairvoyix is able to Determine the Unrealized Value of a Property's Past Guests Visit Clairvoyix in Booth # 1049 at HITEC 2013 Henderson, NV, June 25, 2013 – Clairvoyix, the leader in enterprise class, hospitality specific marketing automation, is once again "bringing big data down to size" by giving our clients the ability to assign a dollar amount to the past guest data stored in their Clairvoyix hosted marketing database. Today Clairvoyix announces the Database Valuator, a web based application that analyzes the past guest history of one or more properties in a Clairvoyix h...
Quadriga Americas Expands Operational Team to Support Growing Customer Base
Quadriga | June 24, 2013
Following Industry Recognition for its Technology Quadriga Americas Expands Team See Us At HITEC 2013, Booth 1243 TORRANCE, CA - June 25th 2013: Quadriga Americas announces that it has expanded its organization in three key areas, to support its growing business and customer base: field sales, business operations and financial management. This expansion follows industry recognition for the company's Personal Media Network mobile application which was awarded HTNG's "Most Innovative Technology Award 2012". Quadriga is the global hospitality industry's leading integrator of network applications and in-room entertainment systems, with offi...
MICROS Introduces the MICROS Commerce Platform
MICROS Systems | June 24, 2013
A Fully Integrated Enterprise Solution Set to Revolutionize the Hospitality and Retail Space Columbia, MD – June 25, 2013—MICROS Systems, Inc., a leading provider of information technology solutions for the hospitality and retail industries, is pleased to introduce the new MICROS Commerce Platform (MCP). MCP is a single commerce engine that seamlessly connects all consumer touch points, to deliver a groundbreaking and rapidly deployable open solution for commerce needs across the hotel, restaurant and retail markets, powering your enterprise with a unified offering. MICROS' fully integrated enterprise solutions are leading the way w...
Quebec Hotel Association Digs Deep into Data to Drive Strategy & Emphasize Service Across Region
TrustYou | June 21, 2013
TrustYou Partners with Destination to Deliver Semantic Analysis of Online Reviews & Feedback on Over 20 Topics, from Service to Cleanliness, Restaurants to Rooms & More Dallas, USA & Munich, Germany - June 24, 2013 - The Quebec Hotel Association (QHA) recognizes guest feedback is golden. Good or bad, the online opinions expressed by travelers to Quebec are rich in data and trends that help to drive strategy and underscore the importance of delivering exceptional service. QHA has partnered with TrustYou, an online reputation management (ORM) market leader and travel-technology company, to provide detailed semantic analysis to 90...
Uniguest Helps Hotels Deliver a Consistent Connectivity Experience
Uniguest | June 21, 2013
NASHVILLE, Tenn. (June 24, 2013) - Increasing business and leisure traveler expectations for connectivity and access to information wherever they go and stay has created opportunities for hotels and resorts in every segment to distinguish themselves from the competition by providing seamless service in a consistent, trusted way. Given the spectrum of digital touch points in any hotel - fixed and mobile, from public-access computers to digital signs and interactive kiosks - hotel operators face a daunting technological and managerial challenge to ensure the information they present is up to date, consistent with brand standards and that ...
New Courtyard Miami Beach Oceanfront Tower Slated for Completion August 2013
BuildCentral, Inc. | June 14, 2013
Hotel-Online and BuildCentral Added/Updated 136 Hotel Projects to the New Hotel Construction Projects Database Chicago, IL. June 17, 2013 - Hotel-Online and BuildCentral have added or updated 136 hotel projects in the last two weeks to Hotel Construction, a nationwide database of hotel construction projects, openings, and key decision makers (Owner/Developers, Architects and Contractors). These proposed hotels are still in the planning stages. Now is the perfect time to have your product drawn into plans, or offer construction services: Main Street Mixed-Use Development (Royal Oak, MI) LaQuinta (East Syracuse, NY) Coconut Creek Hot...
Flip.to Brand Advocate Platform Drives Visitors and Direct Bookings to Cove Haven Resorts
Flip.to | June 11, 2013
All-Inclusive Entertainment Resorts turn to leaders in social marketing to increase website traffic and boost revenue Orlando, FL — June 12, 2013 — Flip.to, a brand advocate platform that helps hotels leverage the marketing power of social media by encouraging guests to spread the word about upcoming stays, has been implemented at the Cove Haven Entertainment Resorts in the Pocono Mountains. The three resorts are seeing positive trends in website traffic and direct room bookings as a result of Flip.to's technology. The Cove Haven Entertainment Resorts are open year-round and offer a perfect retreat for a Weekend Getaway or Extended ...
Huntington Hotel Group Assumes Management of DoubleTree by Hilton Hotel Atlanta Airport in Georgia
DoubleTree by Hilton | June 11, 2013
IRVING, Texas--June 11, 2013 -- Huntington Hotel Group is pleased to announce that the DoubleTree by Hilton Hotel Atlanta Airport is now managed by Huntington Hospitality Management, an affiliate of the Huntington Hotel Group. Huntington Hospitality Management handles all aspects of hotel operations and development. The hotel, located at 3400 Norman Berry Drive, Atlanta, Georgia, is one mile from Hartsfield-Jackson Atlanta International Airport and seven miles from downtown Atlanta, Georgia. The Georgia International Convention Center and Delta World Headquarters are minutes from the hotel. Featuring contemporary design, our Atlanta hot...
The 110-room Country Inn & Suites By Carlson, Lincoln Airport Opens in Nebraska
Carlson Rezidor Hotel Group | June 11, 2013
MINNEAPOLIS (JUNE 11, 2013) - Carlson Rezidor Hotel Group, one of the world's largest and most dynamic hotel groups, today announced the further expansion of the Country Inns & Suites By CarlsonSM brand in Nebraska. The opening of Country Inn & Suites By Carlson, Lincoln Airport, NE marks the brand's growth in the region as part of its Ambition 2015 strategy. "The brand is making strides in growing its footprint in Nebraska," said Scott Meyer, senior vice president, Midscale Brands, Americas. "The continued growth in this region is another step forward in our plan to expand the brand primarily in the U.S., Canada, India and Mexico....
First Hospitality Group Selected to Manage the 145-room Hyatt Place in Champaign, Illinois
First Hospitality Group | June 11, 2013
June 11--CHAMPAIGN -- Rosemont-based First Hospitality Group will manage the new Hyatt Place Hotel in downtown Champaign, the company announced Monday. The company provides services for 50 hotels in 10 Midwestern states, including 23 properties in Illinois. The 145-room Hyatt Place Hotel is scheduled to open next spring at the southwest corner of Neil and Church streets. It is being developed by Champaign-based YG Financial Group. The new hotel will be the fifth hotel in downstate Illinois served by First Hospitality Group. The company's portfolio already includes the Country Inn and Suites in Champaign and Bloomington, the Hampton Inn ...
Service Excellence: Four Lessons ALL Businesses Can Learn from a Five-Star Resort
Bryan K. Williams, D.M. | November 2, 2012
by: Bryan K. Williams, D.M. November 2, 2012 Have you ever experienced service so pure that you could literally feel it? Service that is unpretentious, unrestrictive, unscripted, yet seamless and professional all at the same time. Even as a service consultant, it would have been difficult for me to imagine that such a caliber of service could exist so flawlessly and naturally. I am referring to a recent memorable experience during a trip to the Ayana Resort & Spa in Bali. I wish that I could pack up a few of the staff and take them around the world with me so they can show everyone what excellence, humility and professionalism look...
World-Class Service: The Double-Platinum Rule 2.0
By Dr. Bryan K. Williams, DM | April 5, 2011
By Dr. Bryan K. Williams, DM April 5, 2011 When I wrote the Double Platinum Rule years ago, my intent was to communicate the importance of exceeding customer expectations. To exceed expectations, you must not only treat people the way they want to be treated (Platinum Rule), but treat people the way they don't even know they want to be treated (Double-Platinum Rule). I even shared some examples. Then, something recently hit me. Many people may think that the double-platinum Rule is only about anticipating needs. It is not. The double-platinum rule is also about providing information that the customer may not have known otherwise. In oth...
Customer Problem Resolution: The 100% Principle
Dr. Bryan K. Williams, DM | March 16, 2011
By Dr. Bryan K. Williams, DM March 16, 2011 When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma of making mistakes is how well you exemplify the "100% principle". The 100% principle is simply this: Whenever you receive a complaint or request, follow it through until you are 100% sure that the customer is happy with the resolution. It does not get much simple...
Service Superstars: Work Like You Own It!
Bryan Williams | April 20, 2010
By Bryan Williams February 2010 Years ago, when I reported for my first day of work as a restaurant busboy, the maitre'd said something to me that I have never forgotten. He said, "I want you to work in this restaurant like you own it". I remember thinking..."what on earth does he mean by that?" Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. In The Greatest Bellman I Ever Met, I wrote about a bellman who took immense pride in his job. His service not onl...
Make Each Touchpoint Memorable: Cha-Ching!
Dr. Bryan K. Williams, D.M. | April 20, 2010
By Dr. Bryan K. Williams, D.M. April 2010 A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a deposit or a withdrawal. More deposits equal more customer engagement, and more withdrawals equal less engagement. Pretty simple right? I even have a client whose employees give a cheer whenever someone makes a deposit...: "Cha-Ching!" I couldn't stop smiling after I heard that one. I would like t...
5 Stars vs. 4 Stars: What’s the Difference?
Bryan K Williams | January 12, 2009
by Bryan K. Williams January 2009 - Championship winning coaches have a habit of demanding excellence from everyone on their team. They never tolerate mediocrity from anyone. Incredibly high standards are discussed everyday (yes, everyday). This article, however, is not about sports. Nor is it about AAA ratings, Mobil ratings, or Michelin Guide ratings. It is about what separates very good from exceptional. I've had the privilege to work with 5-star hotels, restaurants, and spas. I have also worked with 4-star establishments. The difference between the two is like night and day. 4 star properties are reputable and very good. In most cas...
The Greatest Bellman I Ever Met…
B.Williams Enterprise, LLC | April 3, 2006
by Bryan K. Williams, April 2006 In my current role as corporate director of training and organizational effectiveness, I travel quite regularly, and am able to experience service at some of the finest hotels in the world. In fact, I consider myself to be an expert in not only assessing world-class service, but delivering world-class service as well. During a recent business trip to Chicago, Illinois, I stayed at one of that city's finest hotels, and was thoroughly impressed with the flawless execution of virtually every service detail. Particularly, I was privileged to have been "roomed" by the most professional and genuine bellman I ...
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