Automatic - 10 Minutes News for Hoteliers - Page 113

2 min

The Most Expensive Complaint Call Is the Second One

📞 During customer service workshops, Shep Hyken explores the impact of repeatedly addressing the same complaints. The "Moment of Misery™ Grid" exercise identifies frequent complaints and evaluates response efficiency. Key metrics include first call resolution and the frequency and duration of repeat calls. An efficient system resolves issues on the first call, saving time and money. Each eliminated repeat call enhances customer satisfaction. Shepard Presentations, LLC emphasizes fixing problems promptly for optimal customer service.

3 min

U.S. hotels report first full-year occupancy, RevPAR declines since 2020

📈 U.S. hotel occupancy in 2025 dropped to 62.3% (-1.2%), with RevPAR at $100.02 (-0.3%). New York City led with 84.1% occupancy, $333.71 ADR, and $280.71 RevPAR. San Francisco's ADR rose 6.0% to $225.82, with an 11.8% RevPAR increase. St. Louis occupancy climbed 6.5% to 61.7%. Houston saw the largest occupancy drop (-8.6% to 58.9%), while Las Vegas faced ADR and RevPAR declines of 4.3% and 10.9%, respectively.

6 min

A Hidden Saboteur is the Greatest Threat to Modern Hospitality

🏨 Technical debt is now a strategic risk for the hospitality industry, hindering AI and innovation. Legacy systems and Shadow IT increase vulnerabilities. Organizations like Microsoft prioritize security and resilience, while companies like Accor and JPMorgan Chase demonstrate the competitive advantage of modern platforms. SINA Hospitality emphasizes infrastructure reliability to maintain guest trust. Leaders are urged to modernize and integrate systems, as technical debt has tangible revenue implications. Shiji Group supports over 91,000 hotels globally with innovative tech solutions.

3 min

AHLA welcomes new members to Executive Committee, Board of Directors

🏨 2026, Washington, D.C.: The American Hotel & Lodging Association (AHLA), representing over 30,000 members, announced its 2026 leadership. Marriott's Liam Brown will chair the Board, with Thom Geshay as vice chair and Jon Stanner as secretary/treasurer. Brown retires June 2026, passing the chairmanship to Geshay. The AHLA Board and Executive Committee include leaders from various sectors, with Bill Elliott and Jeff Horwitz joining the Executive Committee. The association emphasizes hosting global events and strengthening the hotel industry.

3 min

IHG Owners Association Announces 2026 Global Board of Directors, Led by Chair Prakash Maggan

📈 Prakash Maggan will lead the IHG Owners Association as Chair of its Global Board of Directors in 2026. Based in Atlanta, Maggan, Principal & CFO of Rainmaker Hospitality, will oversee significant initiatives. He transformed his family business from 8 to 29 hotels, employing over 600 people. The Association, founded in 1955, represents over 4,000 owners of nearly 3,000 IHG properties globally, serving as a vital communication link with IHG leadership.

4 min

MGM Resorts Powers Up to 100% of Daytime Las Vegas Strip Electricity with Solar

🌞 MGM Resorts now powers 100% of its daytime electricity on the Las Vegas Strip with solar energy. Starting December 2025, they receive 115 MW from the Escape Solar and Storage Project in Nevada. The project includes 400 MWh of battery storage. MGM's 25-year agreement with Escape Solar LLC, signed in September 2024, supports their goal of using 100% renewable electricity by 2030, with significant solar installations at various properties, enhancing sustainability and energy cost stability.

3 min

Room for More: How Hospitality is Redefining What ‘Welcome’ Really Means

🏨 In 2026, the hospitality industry prioritizes inclusivity, technology, personalization, and sustainability. Hotels focus on accessible design, cultural sensitivity, and personalization like Spotify playlists and custom room settings. They also emphasize sustainability, using refillable toiletries and solar energy. Hotels are evolving into community hubs and wellness retreats. Brands excelling now focus on inclusivity and personalization, offering more than just places to sleep but spaces where guests truly feel welcomed.

2 min

Hotel Heron, An Aparium Group Hotel, Joins Curio Collection by Hilton

🏨 Hotel Heron in Old Town Alexandria transitions to Curio Collection by Hilton, retaining its 134-room character under Aparium's management. Located in Alexandria, VA, this chic hotel combines local charm with Hilton's global reach. Guests benefit from Hilton Honors program and amenities. Dining includes KILN, Francis Hall, and Good Fortune rooftop bar. It's the second Curio Collection in the DMV region. Contact: 699 Prince St, Alexandria, VA, +1 703-662-1900.

4 min

Dunton Hot Springs Officially Completes Multi-Million Dollar Phased Renovation

🏖️ **Dunton Hot Springs, Colorado** – The historic 1800s mining town turned luxury resort has completed a multi-million dollar renovation over three years. Key transformations included guest cabins, the Saloon, Dance Hall, and Potter House. Notable designs by Waldo Works, with Christina Rossi as Director of Interior Design, preserved original charm while introducing modern updates. Signature upgrades aim to enhance guest experience, with spaces like Chuck’s Cabin and Major Ross Cabin offering a blend of rustic heritage and contemporary luxury.

2 min

DoubleTree by Hilton London – West End Unveils Final Phase of £4 Million Refurbishment

🏨 DoubleTree by Hilton London West End completed a £4 million refurbishment in Bloomsbury, London, enhancing its hotel with 14 new rooms including two Duplex Suites, and a redesigned lobby and restaurant. The project started in early 2025. The hotel now has 275 rooms. New room options include Double Double Duplex Suites, Deluxe Double Double rooms, and King Deluxe Suites. The lobby and The Writing Room Bar & Lounge offer a contemporary design inspired by Bloomsbury writers.

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