TOP NEWS

🏡 Robert Blood, founder of Lark Hotels, expanded his boutique hotel brand significantly, nearly doubling its size since 2020. Initially an English major, Blood began in hospitality on Nantucket and later purchased his first property in Kennebunkport, Maine, in 2004 for $1.725 million with various loans, including $350,000 from his mother. Lark Hotels, founded in 2012, now boasts 53 hotels, including sister brands Bluebird by Lark, AWOL, and Blind Tiger guesthouses, and offers extended services through Lark Independent. The affiliated investment division, Lark Capital, was created in 2022. Blood attributes his success to the right mindset and credits mentors Dale and Susan Hamilton for essential guidance in the industry.

🏨 National Hotel Employee Day is celebrated on September 1st, in partnership with the American Hotel and Lodging Association, honoring hotel employees' dedication. Mews, a hospitality tech company, designs user-friendly solutions for staff empowerment, such as automating routine tasks and providing mobile accessibility, centralized communication, data-driven insights, and guest self-service features. These innovations aim to enhance guest experiences and support staff in delivering exceptional service.

🏦 Staypineapple Hotels, recognized by the Seattle Times as the best place to work in the Pacific Northwest, is led by president Dina Belon and chief growth officer Mike Hirschler. The company stands out due to its people-focused culture, encouraging authenticity among team members and their Surprise and Delight program, which empowers staff to provide exceptional guest experiences without a budget limit. They focus on hiring for cultural fit and emotional intelligence, rather than task skills, aiming to retain talent that embodies their mission. Their approach includes no uniforms for front office staff, using preferred pronouns, and fostering friendships in the workplace. Staypineapple also engages employees in creating unique guest experiences, like curated local guides, based on team members' interests. This strategy has led to increased repeat business, reduced acquisition costs, higher top-line revenue, and a supportive, enjoyable work environment.

📍 World Travel Market London, set for November 5-7 at ExCeL London, highlights Technology Track sessions on travel tech issues. Opening with the Technology Summit on November 5, 10am-1:15pm, on the Purple Stage, organized by Timothy O’Neil-Dunne of T2Impact. Keynote by Alfonso Paredes from Expedia Group’s Private Label Solutions, focusing on AI, loyalty, and customer digital experience. The event features regional customer experience sessions, a panel debate, and a start-up competition.

🏨 Cloudbeds appointed Linda Vallner as VP for Europe, the Middle East, and Africa, emphasizing their commitment to the EMEA region. Vallner, an expert with over 20 years in hospitality and technology, previously worked at Oracle and Protel Hotelsoftware. She aims to merge technology with hospitality, transforming operations and guest experiences. Cloudbeds' CEO, Adam Harris, expects Vallner's expertise to drive growth and redefine property management systems in the diverse EMEA markets.

🏨 Guest reviews profoundly impact hotel reputations and bookings, necessitating professional, empathetic, and prompt responses from hotel managers. Five exemplary techniques include staff recognition, offering solutions, complimenting guests, making useful recommendations, and inviting guests back. Using TrustYou's responseAI can streamline reply efforts by up to 75%, maintaining a personal touch while addressing reviews efficiently.

🏨 In 2024, hoteliers focus on balancing acquisition costs with guest lifetime value, as channel mix stabilizes: OTAs make up 12-12.5% of branded hotel bookings, reaching higher for independents. Voice channel bookings surged during the pandemic but have since declined, aligning with pre-pandemic patterns.

📊 PMax, introduced in response to reduced cookie-based tracking, targets users by interests and behaviors using Google's data. Hotels using PMax leverage machine learning for cost-effective ad placements and improve precision with Google Floodlight parameters like ADR, booking windows, and ABV. However, attribution poses a challenge with potential revenue double counting (Aug 27, 2024). Get insights on enhancing marketing strategies with PMax at Cendyn.

👨 Damon C. Healey, managing principal of Eternal Companies, launched the company in 2023 focusing on economy and midscale extended-stay hotels. The extended-stay sector is driven by growth trends and has over 30 competing U.S. brands. Healey capitalized on the SOAR program by Choice Hotels International to open Suburban Studios in Columbus and Macon, Georgia, tapping into high-demand markets and utilizing Choice’s connections for financing and operational support. Fast conversions, such as the 30-day transition to Suburban Studios, and straightforward operating models are crucial for success in this competitive industry.

🚿 Alexander Zilberman Architecture integrates bathrooms into hotel rooms, favoring walk-in showers, privacy, and unique designs like a brass-clad bathroom in Milan. Lauren Rottet of Rottet Studio emphasizes lighting, space for two, and distinct materials, as in The St. Regis Aspen Resort's French doors. Brent Zeigler of Dyer Brown & Associates focuses on efficient layout, with projects like The Langham, Boston. Groupe GM, led by Laurent Marchand, partners with Typology for eco-friendly hotel cosmetics, while ADA Cosmetics offers refill machines to reduce waste, estimating 20 liters of liquid per room annually. Conair Hospitality, with Dave Rutherford, unveils products like “Turbo ExtremeSteam” and "Stay by Cuisinart" for hotel rooms in 2024.