An Old Soul With a Fresh Twist, Crystalbrook Kingsley Embraces Technology and Sustainability With Solutions From McLaren Technologies
McLaren Technologies Asia Pacific | July 20, 2021
Hotel Call Centers and Storytelling
Travel Outlook | July 15, 2021
Operations
Maestro PMS Integration With HelloShift Brings Seamless Guest Messaging and Comprehensive Hotel Operations
Maestro | May 17, 2021
[MARKHAM, ONTARIO, MAY 17, 2021] — Following the impact of the pandemic, hotel guest service and communication is more virtual than ever. The new integration partnership between Maestro PMS and HelloShift brings their mutual clients a Guest Messaging Solution that is simple and intuitive for staff and guests to use. In addition, because HelloShift’s unique messaging platform includes comprehensive hotel operations software, no guest request slips through the cracks. Warren Dehan, Maestro PMS President, said: “We are excited and delighted to partner with HelloShift to provide an excellent Guest Messaging and Staff Collaboration soluti...
Senior Team Alignment Critical for Leisure and Group Recovery Success
Larry and Adam Mogelonsky | May 5, 2021
By Larry and Adam Mogelonsky The recovery in the leisure sector is imminent, and we argue that small groups aren’t far behind given that ‘revenge travel’ also implies a strong yearning to reconnect and congregate. A return to healthy numbers won’t be evenly spread across all hotels, though. It will favor those properties and those organizations that are already prepared for a diverse range of ramp-up scenarios, with others leaving revenue on the table by not having plans in place prior to this next phase. While hotels could hardly have predicted or prevented the advent of COVID-19, what we’ve witnessed in the latter half of 20...
Travel Outlook Selected as Preferred Call Center Partner for Curator Hotel & Resort Collection
Travel Outlook Premium Hotel Call Center | May 4, 2021
Travel Outlook will Provide the Ultimate Call Booking Experience for Curator Member Hotel Guests SANTA FE, New Mexico - May, 4 2021 - Travel Outlook Premium Hotel Call Center announced today that it has been selected as the preferred provider of reservation and guest service calls for Curator Hotel & Resort Collection’s (“Curator”) growing roster of member hotels. Through this partnership, Curator hotels can leverage Travel Outlook’s high-performing call booking services while also reducing their costs during this highly competitive period for the hospitality industry. “We are honored to have been chosen by Curator to be its...
Debunking 8 Myths of Mobile Check-In; What This Technology Can/Cannot Do for Your Hotel
Warren Dehan | May 4, 2021
Mobile check-in is ideal for independent hotels due to its ability to be used by anyone with a mobile device while personalizing the stay experience to meet each guest’s preferences By Warren Dehan For many hoteliers, 2021 is likely to be a year of experimentation, both with new technology and existing tools that have gained new purpose. The abrupt end to the previous business cycle, brought on by the arrival of COVID-19, showed the industry guests are looking for increased flexibility with regards to the check-in process. Traveler interest in mobile check-in was rising before the pandemic, but today it is almost a necessity to secure h...
Hunden Partners Leads Solicitation Process for Food & Beverage Operator at Fort Worth Will Rogers Memorial Center
Hunden | April 28, 2021
FORT WORTH – April 28, 2021 – Hunden Strategic Partners (Hunden) issued a Request for Qualifications (RFQ) for the exclusive food and beverage operator at the Will Rogers Memorial Center (WRMC) in Fort Worth. Hunden is managing the solicitation and selection process on behalf of the City of Fort Worth (City), Texas. The City is seeking a qualified firm or team for the exclusive food and beverage operations (including concessions, catering, cafes, etc.) at the WRMC complex. The brand and experience of Fort Worth is intertwined with the catering and concession experience at the WRMC and as such, the new vendor must align with the vision ...
The Return to Genuine Hospitality
Travel Outlook | April 21, 2021
Why the First Touch Point Sets the Tone for Your Brand In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they’ve exhausted all digital booking avenues and are seeking true customer service by a trained professional. The consequences of not having a professional call center backing your reservation department could be detrimental to your business. Additionally, the benefits of having a trained call center serve your business could take it to new heights. Having a professional call center with highly trained agents who know the ins and outs of...
Onyx CenterSource Expands Partnership With Preferred Hotels & Resorts
Onyx CenterSource | April 20, 2021
DALLAS (April 20, 2021) — Onyx CenterSource, a leading global provider of B2B payments and business intelligence to the hospitality industry, today announced that it has joined the Preferred Hotels & Resorts Alliance Partner Program. Preferred Hotels & Resorts, the world’s largest provider of sales, marketing and distribution services to independent luxury hotels, has been an Onyx client for more than 10 years, having designated the Onyx CommPay service as a Preferred ProTool for its member hotels to facilitate the payment of commissions from hotels to travel agents. “Onyx enjoys a close relationship with Preferred Hotels ...
Cycas Hospitality Secures Three Hotels Deals Across Europe in First Quarter of 2021
Cycas Hospitality | April 19, 2021
Cycas to manage the E&O Group’s first European serviced apartment property, in London Cycas has also taken over the management of Qbic Brussels and Qbic Manchester, which opens May 2021 Cycas Hospitality’s European expansion plans continue, following the signing of three hotel management agreements across the UK and Belgium so far this year. The first property deal is with Eastern & Oriental (E&O) to manage the E&O Group’s inaugural European serviced apartment property; a 54-room luxury property in the heart of London. Expected to open in autumn 2021, The Lincoln Suites will offer 28 one-bedroom suites, and 26 studio...
The Importance of Training and Onboarding Staff in a Post-Pandemic World
Jeff Venza | April 8, 2021
By Jeff Venza In any industry, hiring, training, and effectively onboarding new staff is a significant undertaking that is often wrought with nuanced challenges. In the wake of the coronavirus pandemic, however, we find ourselves in an entirely new landscape. Over the past 12 months, rapid digital transformation has enabled organizations to reimagine how they work and manage talent completely. By 2028, 73% of all departments will have remote workers (Upwork), and internal communication and support processes across organizations have been placed under a critical lens. Workflow breakdowns and lapses in best practices have come to the fore...
Travel Outlook Celebrates 10th Anniversary as the Only Hotel Call Center Certified by Kennedy Training Network
TRAVEL OUTLOOK PREMIUM HOTEL CALL CENTER | April 7, 2021
SANTA FE, NEW MEXICO - April 7, 2021 - Travel Outlook Premium Hotel Call Center (“Travel Outlook”) is set to begin its tenth year of sustaining certification by Kennedy Training Network (“KTN”), a prestigious hotel industry training company with a diverse mix of clients all over the world. Founded in 2006 and based out of Fort Lauderdale, Florida, KTN’s experience in hotel call center training and mystery shopping assessment stretch back over three decades when its Founder and President, Doug Kennedy, first started conducting reservations sales training for hotel call center clients including Marriott, Westin, Omni, Kimpton, Best...
Ground Zero and Your Brand’s Image
Travel Outlook | March 25, 2021
John Smallwood President Travel Outlook Your Hotel’s Call Center is Your Brand’s First Impression In today’s consumer world, a brand’s image carries as much weight as the brand's service. Without branding, there would be no sure-fire way to differentiate yourself from your immediate competition. Imagine shopping for groceries in a store without branding. There would be no way to identify your favorite snacks among dozens of identical items. A brand’s image gives the company personality, relatability, and encourages brand loyalty. For hoteliers, your brand’s image can be made or broken by your reservation d...
Debating Over Housekeeping Opt-Out Reveals Revenue Building Opportunities
Larry and Adam Mogelonsky | March 24, 2021
By Larry and Adam Mogelonsky Housekeeping opt-out was as hot a topic yesterday as it will be tomorrow when travelers start surging back to hotels. The paradigm shift worth considering for housekeeping that has occurred as a result of the pandemic is that an increasing number of guests will want a totally no-touch onsite experience. In this case, giving them the ability to opt-out can save you on costs, particularly as cleaning SOPs and minutes of labor per room have gone up substantially with all the new safety guidelines to follow. While there are reasonable limits to this given the opposing security risk of letting a room go unchecked...
Gender Diversity at the Top of the Ladder: Will Hope Become Reality?
Dr. Cédric Poretti | March 18, 2021
By Dr. Cédric Poretti An article that raises the question: If women are receiving more higher education than men, then why don't we see more of them in top management positions? Universities are educating more and more women Education is a major factor enhancing development and quality of life. As highlighted by the United Nations, it has become a priority in international development goals. In recent decades, the share of young adults (25-34 year-olds) reaching tertiary education [1] across all OECD countries increased to 44%, which is significantly higher than the 27% for their 55-64 year-old counterparts (OECD, 2019). In Switzerlan...
What Your Direct Bookings Can Learn From Streaming Services
Larry and Adam Mogelonsky | March 17, 2021
By Larry and Adam Mogelonsky Streaming services will be a hallmark of modern culture for the next decade. But just as important as the content on platforms like Netflix, Disney+ or Amazon Prime is the user interface through which subscribers access said content. Therein, what we advise is to learn from the best and apply some aspects of what streaming services do great to increase guest engagement on your own booking engine. Some of the elements on these streaming services that are worth investigating to see how they can be applied to your brand.com include but are not limited to: Fast load times Image-first browsing Near end...
The Battle for Direct Bookings Is Hand-to-Hand Combat, Not Aerial Strafing
Doug Kennedy | March 11, 2021
By Doug Kennedy For years now, hotels have been fighting desperately to win back market share from third parties such as Online Travel Agencies and thus reduce the cost of customer acquisition. Huge sums are spent on strategic initiatives such as ad campaigns, updating guest loyalty programs, improving organic and paid SEO, making sure the website tells the hotel’s story and ensuring a smooth journey from looking-to-booking. All of this increases the likelihood that a prospective, web-surfing guest may engage with the hotel directly. In military terms, I would say it is sort of like aerial strafing because the “ammo” has a mostl...
Playa Hotels & Resorts and Hilton Announce New Boutique All-Inclusive Resort in Playa Del Carmen, Mexico
Tapestry Collection by Hilton | March 10, 2021
FORT LAUDERDALE, Fla. - March 10, 2021 - Playa Hotels & Resorts N.V. (NASDAQ: PLYA, "Playa"), a leading owner and operator of all-inclusive resorts across Mexico and throughout the Caribbean, has announced its newest all-inclusive resort with Hilton (NYSE: HLT), adding The Yucatan Resort Playa del Carmen, Tapestry Collection by Hilton to its managed resort portfolio and entering the growing soft branded all-inclusive market. Playa first entered a strategic alliance with Hilton in 2018 and currently operates Hilton Rose Hall Resort & Spa in Jamaica, Hilton La Romana all-inclusive resorts in the Dominican Republic and Hilton Playa de...
Your Hotel Guests – Your Focus
Travel Outlook | March 9, 2021
John Smallwood President Travel Outlook Outsource Your Reservation Department to Better Serve Your Boutique Hotel Guests 2020 has turned the hospitality industry on its head, forcing many in the travel field to cut costs where they can or risk temporary or even permanent closure. Despite all that has changed in the hospitality industry in the last year, one thing remains constant, and that is the need for creating unique, guest-focused travel experiences, the kind of experiences that keep guests coming back to their favorite boutique hotels. 2021 is just underway, but the light at the end of the tunnel is visible. No...
Aquitaine Hospitality Deepens Partnership With Infor for Management of Its Hotels, Residences and Restaurants
Infor | March 9, 2021
Bordeaux hotel group is expanding deployment of Infor HMS to streamline business processes and benefit from high-performance analytical functionalities in a sector heavily impacted by the global health crisis RUEIL-MALMAISON, France –March 9, 2021 – Infor today announced that Aquitaine Hospitality, a brand of the hotel group Aquitaine Promotion, is expanding its deployment of Infor HMS (Hospitality Management Solution), the business solution dedicated specifically to the tourism, hotel and restaurant industries. The project, which began in 2016 with the implementation of Infor HMS at the Apparthotel Ténéo Talence Espeleta, has gradua...
Luxury Resort Operator Ocean Hotels Group in Barbados Switches to Cloud-Based Maestro PMS Mid Pandemic
Maestro | March 2, 2021
In-demand contactless and mobile tools, exceptional online training, and 24/7/365 support are giving the versatile property-management-system provider glowing reviews Markham, Ontario, March 2, 2021 — Exceptional Service is at the heart of operations for Ocean Hotels Group in Barbados, but that is not what the family-owned company of three mixed-use, four and five star luxury resorts felt they were receiving from its previous property-management system provider. At the heart of the pandemic, and with two hotels recently reopening and a third hotel and residences undergoing an extensive renovation, the ownership group pulled the plug on i...
Viceroy Hotel Group Chooses Travel Outlook to Optimize Voice Channel
Travel Outlook Premium Hotel Call Center | March 1, 2021
Travel Outlook Premium Hotel Call Center Expands Partnership with Viceroy Hotels & Resorts to 14 Properties SANTA FE, NEW MEXICO (March 1, 2021): Travel Outlook Premium Hotel Call Center is expanding its alliance with Viceroy Hotels & Resorts, which offers personalized management of incoming voice calls for all 13 properties in the current Viceroy portfolio. Opening early 2021, Viceroy’s newest ski-in, ski-out luxury mountain resort, Viceroy Kopaonik Serbia is also set to use Travel Outlook following an immersive onboarding process. As a global luxury brand, Viceroy values a call center that can set the tone for an incredibl...
Cloud5 and SABA Hospitality Bring Humanized Virtual Guest Service to the Americas
Cloud5 | February 18, 2021
Chicago, IL. — February 18, 2021, Cloud5 Communications and SABA Hospitality today announced that they are bringing personalized guest services to hospitality operations in the Americas. The solution combines completely digitized compendium, self-service food and beverage ordering, and A.I. driven chatbot functionality, with the option of click-to-chat/click-to-call service featuring Cloud5's world-class contact center services. “We’re excited to partner with SABA to bring hoteliers a solution that helps them personally engage their guests while improving their bottom line, particularly critical during this challenging time,” said ...
Digital Marketing and the Voice Channel: A Symbiotic Symphony
Travel Outlook | February 17, 2021
John Smallwood CEO Travel Outlook Scott Meldrum Founder, Principal Strategist Digitality How to Optimize Digital Marketing Performance via Voice In today’s world, digital marketing efficiency is not only mission-critical, it‘s a business imperative. While hospitality marketers typically look to improve conversion rates from their digital campaigns on their websites and within the booking engine, there are many opportunities to optimize digital marketing performance within the voice channel. In fact, these two communication channels co-exist in ways that are very symbiotic. In this article, we’ll ex...
Hotel Effie Sandestin Selects Agilysys SaaS Solutions to Improve Operations & Enhance Guest Experience
Agilysys | February 16, 2021
ALPHARETTA, GA. — February 16, 2021 — Agilysys, Inc. (Nasdaq: AGYS), a leading global provider of next-generation cloud-native SaaS and on-premise hospitality software solutions and services, today announced that the Hotel Effie Sandestin in Miramar Beach, FL has selected the award-winning innovative InfoGenesis POS solution, as well as its modern cloud-native SaaS Agilysys Pay Connect secure payment processing product to enhance their guest experience. Hotel Effie Sandestin, situated on Florida’s Emerald Coast, features 250 guest rooms and suites, four culinary concepts by acclaimed chef Hugh Acheson, a luxury spa, state-of-...
Maestro Asks: Is Your Current PMS Helping or Hindering Your Reopening Plans?
Maestro | February 16, 2021
Leading property-management system provider is offering a PMS Evaluation Checklist to independent hoteliers needing a system makeover; Technology experts say today’s PMSs must support a comprehensive property experience including the contactless demands of tomorrow’s returning travelers Markham, Ontario, February 16, 2021 — 2021 is a year of disruption. Not only has the hotel business come to a screeching halt in many markets, but travelers are modifying their list of must-haves if operators want them to return, and touchless experiences — such as contactless payments, mobile check-in/out, mobile reservations, mobile keys, and hot...
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