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The Evolution of Luxury Guests As the nature of luxury travel continues to evolve during the COVID-19 pandemic, we have found that the expectations of our guests have escalated, primarily due to safety concerns, and rightfully so. To that extent, as Terranea continues to welcome back our guests, our team is squarely focused on delivering extraordinary moments, keeping the health...

Hotelier Profile: Pam Ryan

Pam Ryan is a quintessential hospitality veteran who worked her way through the ranks to become a successful hotelier. Now General Manager of a new hotel, she is opening what will be the newest addition to the Marriott Autograph Collection. In addition to her traditional career growth, Pam also helped found and develop two hospitality organizations including CHLA’s partner,...
“Sparking conversation is the first step towards building brand loyalty, and Pierre’s AI makes it easy for hotels to do that at scale.” – Robyn Glue, SEL Global Co-Founder CHLA has recently partnered with SEL Global for “Pierre,” a new Mobile Concierge app offering innovative solutions for hoteliers and innkeepers. Pierre’s leading-edge technologies will not only greatly enhance the hotel guest...
Mid section of bar tender opening a bottle of wine at bar counter
People’s expectations of normal have changed and getting “back” will require planning, enhanced communications, and above all else, adaptability. Just like the myriad of options the hotel and lodging industry offers its guests; reopening won’t be a one-size fits all. That said, the industry can play an integral part in reopening the economy—in whatever form that takes—by practicing cleanliness...
Person coughing with mask on
As with any situation where demand for a product skyrockets, unscrupulous businesses have infiltrated the market for Personal Protective Equipment (PPE) and are supplying individuals, businesses, and even states with disingenuous products. In some cases, defects in these substandard products can put your staff and guests at risk. As you continue your search to acquire personal protective equipment for...
Woman hand holding on chain link fence, human rights concept.
Within the COVID-19 pandemic, there has been another crisis brewing. While hotels have been grappling with budget shortfalls, staff furloughs, and social distancing guidelines—human traffickers have not taken a break while California has been under a shelter-in-place order. Human trafficking is a crime that thrives on vulnerability, and the current pandemic, as well as its resulting economic effect, is...

Crisis Management

In May, as Minneapolis, New York City, Los Angeles, and dozens of other major US cities faced protests and civil unrest, hoteliers found themselves and their businesses in the depths of a new, emerging major crisis wrapped-up in an already ongoing major crisis. Hotels around the country, just beginning the recovery process from COVID-19, are now grappling with how to best...
During the COVID pandemic, hotels have faced unprecedented challenges to remain operational and keep their staff employed. The time to reopen finally seems to be here, but as a result of leaner teams and fewer staff on guestroom floors, hotels must revisit the implementation of safety buttons to empower their employees when they work alone and to promote a...
During the financial crisis that started in 2008, many clients needed to invoke workout and reorganization strategies and tactics to save their hotels. As best as they were able, the goal was to not only save the hotel, but to do so with a financial structure that allowed the owner to realize future appreciation for themselves and not the...
As we hear that it might be awhile before things are really “back to normal”, will they ever truly to be normal again? What the “new normal” will look like is anyone’s guess, it could mean no handshakes, less hugs, social distancing is expected and no more buffets! We have had many members ask for guidelines, check lists and ideas...
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