NEW ERA UNIVERSITY

COLLEGE OF ACCOUNTANCY
2nd Semester

OPERATIONS
MANAGEMENT AND
TQM
(S.Y. – 2018\2019)

Submitted To:

Prof. Mario Brillante Wesley C. Cabotage

MBA, Operations Management Professor

Submitted By:

Patrick Joseph A. Abiang

BSAIS – 1, Student
 Global history of hotel industry

1930-1980

The Drake, a Hilton Hotel Joins Historic Hotels of America

CHICAGO – December 30, 2014 – The Drake Hotel in Chicago is pleased to announce it has
joined www.historichotels.org

Historic Hotels of America®, the official program of the National Trust for Historic
Preservation. The Drake Hotel is one of more than 260 hotels and resorts throughout the country
that is recognized by Historic Hotels of America for preserving and maintaining its historic
integrity, architecture, and ambiance.

“We are delighted to induct The Drake Hotel, a beaux-art hotel built in 1920 to Historic Hotels
of America,” Said Lawrence Horwitz, executive director of Historic Hotels of America and
Historic Hotels Worldwide. “We welcome The Drake Hotel and leadership team into Historic
Hotels of America.”

To be selected for membership in Historic Hotels of America, a hotel must be at least 50 years
old, be designated by the U. S. Secretary of the Interior as a National Historic Landmark or listed
in or eligible for listing in the National register of Historic Places and be recognized as having
historic significance.

“For almost a century, our hotel has boasted its prominence within Chicago’s history, becoming
known as high-society’s first choice in opulence and luxury and is listed in the Nation Register
of Historic Places. We have become a steward of stories for generations of Chicagoans, and are
honored to have our National Historic Landmark property be recognized as a building of
architectural significance,” said Damien McArdle, general manager of The Drake Hotel.

The Drake Hotel is rich in history and architectural integrity. Conceptualized by architect
Benjamin Marshall, the Nation’s first urban resort came to fruition on the cornerstone of the
Magnificent Mile and Lake Shore Drive by brothers John and Tracy Drake. The Drake was
known as a city within a city, complete with an array of leisure activities and luxurious amenities
within its famed front doors, ensuring every guest received nothing less than The Drake Standard
of hospitality. Listed in the National Register of Historic Places, its distinguished service and
historic traditions offer guests a REAL CHICAGO experience.

The Story

Conceptualized by famed architect Benjamin Howard Marshall, The Drake Hotel came to
fruition when John B. Drake and Tracy Corey Drake financed the project in 1919. The doors of
The Drake Hotel opened on New Year’s Eve the following year to 2,000 of Chicago’s most
distinguished citizens.

Throughout the roaring twenties The Drake became high-society’s first choice in opulence. The
Fountain Court, now known as the Palm Court, hosted Chicago's social elite daily for tea—a
continuing tradition at The Drake. The popularity of the illustrious urban resort continued to rise
well into the 1930s seemingly unaffected by the crash of 1929. Icons such as Bing Crosby, Walt
Disney, George Gershwin, and Charles Lindbergh could be seen sipping a cocktail and listening
to Herbie Kay in The Gold Coast Room.

In 1932 the Cape Cod Room became Chicago’s first choice for fresh fish and seafood and the
nation’s first themed restaurant. Twenty years later, seen laughing over drinks, newlyweds
Marilyn Monroe and Joe Dimaggio would carve their iconic initials into the bar’s world famous
wooden counter.

On December 6th, 1933, the day after prohibition was repealed, Coq d’Or opened to the favor of
thirsty patrons eager to purchase a 40 cent whiskey. In the 1940s it became a local hangout for
reporters, politicians, and even some notorious characters, though it never lost the true Chicago
crowd.

In 1940, The Drake sign was illuminated solidifying the hotel’s rightful place in the most
internationally recognized skyline. The 40s proved to be a decade of colossal change, both at The
Drake and around the world. The Palm Court changed seasonally to accommodate the changing
palate of the sophisticated patrons. In the winter, to set the holiday tone, the fountain was
replaced with a 2,000-pound fireplace. In the summer, to get the cool lake breeze, the ceiling was
open and the fountain was filled with fresh water.

Throughout the 50s and 60s the political and social climate of Chicago was evolving and The
Drake was inclined to develop alongside the city. By the 1970s the John Hancock Center
towered over The Drake, providing a frame of evolution for the half-century hotel.

In 1980 Hilton International acquired The Drake Hotel and restored it to its former glory. The
Drake Hotel guests see today provides the grandeur of the past and accommodations fitting for
today’s high society.

Though The Drake has progressed both architecturally and technologically, the roots of The
Drake Hotel run deep beneath Lake Shore Drive into Real Chicago.
 The History of A Timeless American Treasure

1886

Mackinac Island becomes a summer getaway, but accommodations are limited. The Michigan
Central Railroad, Grand Rapids and Indiana Railroad, and Detroit and Cleveland Steamship
Navigation Company form the Mackinac Island Hotel Company. Land upon which Grand Hotel
will stand is purchased, hotel construction begins.

1887

Etching of Grand HotelGrand Hotel opens, billed as a summer retreat for vacationers who arrive
by lake steamer from Chicago, Erie, Montreal, Detroit, and by rail from across the continent.
Rates are $3.00 to $5.00 a night.

1890s

Grand Hotel’s Front Porch — longest in the world — becomes the principal meeting place for all
of Mackinac Island, as well as a promenade for the elderly and a “Flirtation Walk” for island
romantics. Grand Hotel Manager James “The Comet” Hayes invites an agent of Edison
Phonograph to conduct regular demonstrations of the new invention.

1895

Mark Twain lectures in the Grand Hotel Casino. Admission: $1.

1897

The West Wing is added to the hotel.

Turn of the Century — America’s True Grand Hotel™

The automobile finds its way onto the island. Grand Hotel supports an island-wide ban. A law is
passed, but not strictly enforced until the 1930s.

1919

Hotel rates: $6.00 a day per person.

1933

W. Stewart Woodfill, hired as a desk clerk in 1919, purchases and becomes sole owner of Grand
Hotel.

1935

A radio salon where patrons can listen to Jack Benny and other popular programs is added.
1947

How to reach Mackinac IslandThis Time For Keeps starring Jimmy Durante and Esther Williams
is filmed on the island and at Grand Hotel.

1951

R.D. (Dan) Musser joins the hotel staff.

1957

Michigan Historical Association selects Grand Hotel as a State Historical Building.

1960

Grand Hotel owner W. Stewart Woodfill appoints R.D. (Dan) Musser president of Grand Hotel.

1976

Musser and wife Amelia begin the redesign of the hotel’s interior and exterior with the help of
architect Richard Bos and decorator Carleton Varney.

1979

The Mussers purchase Grand Hotel.

1980

grand-hotel-mackinac-island-somewhere-in-time-poseSomewhere In Time, filmed at Grand

Hotel and starring Christopher Reeve, Jane Seymour and Christopher Plummer, is released.

1987

In preparation for its centennial season, the Cupola Bar is added, the Woodfill Conference Center
is completed and The Jewel golf course is renovated.

1989

R.D. (Dan) Musser III is named president of Grand Hotel.

1989

The East Wing is added to the hotel.

1989

The U.S. Department of Interior designates Grand Hotel a National Historic Landmark.
1994

The new Woods nine opens, combining with the original Grand nine to comprise The Jewel,
Grand Hotel’s 18-hole golf course.

1995

Astor’s Hair Salon and Rebecca’s are added.

1996

Margaret’s Garden and The Audubon Wine Bar open.

1997

shopping-oil-thumbOil Paintings by Marlee, featuring original works by local artist Marlee

Brown, is added to the variety of shops at Grand Hotel.

1998

Five new Named Rooms in honor of former First Ladies Lady Bird Johnson, Betty Ford,
Rosalynn Carter, Nancy Reagan and Barbara Bush are added to the west end of the hotel. Two
new two-bedroom suites, the Grand and the Carleton Varney, are also added to the west end.

1999

shopping-jewelry2-thumbGrand Hotel & Co., Fine Jewelry is added to the variety of shops.
Thirteen guest rooms are added to the west wing of the hotel, bringing the total to 343.

2000

A new golf pro shop is added. The Vanderbilt Suite is added. Three electric boilers are added
making heating water more efficient and environmentally friendly. Construction began on the
Millennium Wing, a 200-seat addition to the Main Dining Room and 42 new guest rooms. This
is the largest addition since the original construction of the hotel. The Millennium Wing will be
completed in time for the 2001 season.

2001

The Millennium Wing opens on the east end of the hotel. The wing features 42 new guest rooms;
the Grand Pavilion, a 3,600 square-foot private meeting room and dining room; restrooms
adjacent to the dining room; and new guest and service elevators.

2002

The Jacqueline Kennedy Suite is added.

2003

grand-hotel-mackinac-island-masco-cottage-1The Masco Cottage, a four-bedroom cottage

attached to the east end of the hotel, is added. The swimming pool’s deck area is expanded and a
new large hot tub is added.

2004

The Grand Club, a vacation membership program allowing guests to prepay future stays at
Grand Hotel at a discount, is established.

2005

The earliest Grand Hotel has been open in its 118-year history. The Jane Seymour Suite was
added featuring furniture and linens from her Grand Hotel – Mackinac Island Collection, a line
of home goods she created for Saks, Inc.

2006

The Gate House, a casual bar/restaurant just a short walk down Grand Hill, is added to Grand
Hotel’s offsite dining options. The hotel welcomes its 5,000,000th overnight guest.

2007

Air conditioning is added to 170 guest rooms makes Grand Hotel entirely air conditioned. Grand
Hotel celebrates its 120th birthday.

2008

For the first time in Grand Hotel history, regular selective dinner was served on the Front Porch
during the summer season.

2009

Grand Hotel is certified as a Green Lodging Michigan Leader by the Michigan Department of
Energy, Labor & Economic Growth. The commitment to reducing Grand Hotel’s carbon
footprint is an ongoing process that began in 2007 when a state-of-the-art air-conditioning
system was installed using water for cooling guest rooms which is then used to heat the Esther
Williams Swimming Pool. As part of the hotel’s green initiative, a “Green Team” constantly
looks for new and creative ways to benefit our planet.

2010

The Trophy Room is added celebrating Sadie, the Scottish Terrier owned by Amelia Musser,
wife of Grand Hotel Chairman R.D. Musser. Sadie won Best In Show at Westminster Kennel
Club Dog Show in addition to 112 other shows around the United States. Located just off the
west end of the Parlor, the Trophy Room features her ribbons, trophies and photographs, and is
accessible to Grand Hotel guests and those visiting the hotel for the day. Quattro’s Quarters is
added to The Gate House restaurant. Quattro’s Quarters is named after 10-year old Dan Musser
IV, nicknamed Quattro because he is the fourth generation Dan Musser. The game room will
feature classic arcade games.

2011

The Laura Bush Suite is added as the seventh First Lady Named Room. Capitol Bedding creates
a private label set, Grand Hotel Touch of Softness. One hundred eighty beds will be placed in
guest rooms. Autumn Blaze maples are planted on either side of Cadotte Avenue leading up to
Grand Hotel as part of a two-year project to replace dying Norway maples. The project is set for
completion in the fall of 2011. A partnership with Blue Cross Blue Shield of Michigan titled
“Live Healthy. Live Grand” debuts highlighting healthy dining options, and recreational and
stress reducing activities at Grand Hotel.

2012

grand-hotel-125-anniversary-logoGrand Hotel celebrates its 125th Anniversary. The historic year

was commemorated with a weekend filled with memorable events: Saturday night dinner with
former Michigan governors in attendance, presentation by Grand Hotel interior decorator
Carleton Varney, fireworks, a live performance by John Pizzarelli and more. A special edition
125th anniversary coffee table book is published. Grand Hotel hosts a full schedule of vintage
1860s rules baseball games and opens its new horse stable, home to 12 horses and 20 antique
carriages. The Stockbridge Suite also opens its doors, featuring furniture from the estate of
Francis B. Stockbridge, who once owned the land on which the hotel sits.

2013

Sadie’s Ice Cream Parlor is added in what was Margaret’s Garden. Margaret’s Garden is moved
to the lower lobby. Adding the Grand Hotel Touch of Softness Sleep Sets to all guest rooms is
completed. Air conditioning is added to Woods restaurant. An outdoor hot tub is added to the
deck of Masco Cottage. Two new weekend packages are added: Grand Garden Show featuring
Proven Winners and the Live Healthy Live Grand Weekend, partnering with Blue Cross Blue
Shield of Michigan.

2014

The Musser Suite is added at the west end of the fourth floor. This one-bedroom suite features an
entryway with a wet bar. Steps up to the right lead into a large parlor with a view of the Straits of
Mackinac and the Mackinac Bridge. To the left of the entry is the bedroom with a dormer sitting
area. The suite is named after Mr. Musser who passed away in April 2013. Grand Hotel
President Dan Musser III and his father discussed the Cupola Suites project for many years. The
suite is decorated by Carleton Varney of Dorothy Draper & Company in New York who Mr.
Musser hired in 1976 and has continued to be the designer of all Grand Hotel interiors since then.
The Musser Suite is the first of the Cupola Suites project that will lead to dormers lining the
fourth floor of the front of the hotel, which is how the hotel’s exterior looked as late as 1915.

2015

The fourth floor project continues with the addition of new Cupola Suites to the west end of the
hotel. Each suite has a bedroom with a king bed, which is entered through a parlor, and the
option of connecting to a second bedroom. This brings the guest room total to 390 rooms.
Beautiful stone work and new sculpted walls is added to define the flower beds in the Tea
Garden. The season is 184 nights long, the longest ever.

2016

The fifth off-site restaurant, Sushi Grand is added next to The Gate House. 336 feet of the
World’s Longest Front Porch is reconstructed, the first time in 50 years. A newly designed
Memorial Garden with edible flowers and herbs for the Executive Chef and his staff to utilize is
now available.

2017

Grand Hotel 130th BirthdayGrand Hotel celebrates its 130th Birthday on July 10, 2017 and
commemorates the occasion with a 130th Anniversary Celebration, June 30 – July 2, 2017.
Detroit Public Television releases the documentary, Inside Grand Hotel that tells the 130 year
history of the Michigan Landmark. The reconstruction of the Front Porch is complete and three
new Cupola Suites are added to the east end of the hotel bringing the room total to 393 rooms.

2018

2018 marks Grand Hotel’s 131st Birthday and over 85 years of the Musser Family’s ownership.
The hotel will open for the 2018 season on Friday, May 4.

The History of Idle Rocks Hotel

The Idle Rocks has been a part of the community of St. Mawes since 1913 when it was built on
the site of the old local bakery.

Establishing itself as a luxury coastal hotel in the 1930’s many guests have happy memories
from their time at the hotel and in St. Mawes.
Now over 100 years old, the new owners David and Karen Richards, have given the Idle Rocks a
full and dramatic refurbishment, restoring it to its former glory of Cornish coastal luxury

1900s

The Idle Rocks Hotel was built on the site of the old St. Mawes Bakery and opened in 1913.

1930s

The hotel started attracting attention to itself as a luxury coastal hotel during the years before the
Second World War including advertising in The Times.

1940s

Closing its doors temporarily at the end of the Second World War, The Idle Rocks was sold to
join a small hotel chain. With St. Mawes being sold to the public as “a kind of British edition of
St. Tropez on the Riviera” (The Times), the post-war austerity seemed to hold no place at the
Idle Rocks!

1950s

Increasing the quality of the cuisine became a selling point with The Idle Rocks’ boasting a 2AA
rosettes for culinary achievement, as the hotel offered “French cuisine and service provided by
French Chefs and staff engaged on the Continent”, The Times, July 1954.

1960s

The Idle Rocks boat slipway was removed and the terrace extended along the entire front of the
building. To boost the visitors, the hotel offered a no room charge if there was fog or snow to
prove St Mawes was the warmest spot in England!

1970s

In 1976 The Idle Rocks was sold to the owners of the Lugger Hotel in Portloe. The Idle Rocks
was refurbished and reopened in 1978.

1980s

In 1988 the Idle Rocks was sold once again, this time to Richardson Hotels. This included the
development of a new extension wing, with six bedroom and a refurbishment of the restaurant.

Present Day

In 2010, The Idle Rocks Hotel was purchased by David and Karen Richards. The Idle Rocks was
closed on 31st October 2012 for a complete refurbishment and reopened on 1st July 2013.
1930-1990

Jamaica Tourist Boards and Hotels

Jamaica seems to have always attracted its share of visitors, and despite the existence of lodging
houses and a few inns such as Ferry Inn, up to 1888 the demand for visitor accommodation was
certainly greater than the supply. As Sir Henry Blake, the then Governor of Jamaica said:

“The only accommodation for travelers was the hospitality freely offered by the country
gentleman to those who were fortunate enough to obtain introductions.”

Sir Henry’s determination to change this situation was to have consequences that neither he nor
anyone else at the time could have foreseen.

The 100 room Constant Spring Hotel was built in 1888, but the real spur to development was the
Jamaica International Exhibition planned for 1891. In order to house the visitors who were
expected to come to the Exhibition, the Jamaica Hotels Law was passed in 1890 to encourage
hotel construction. For this reason the year 1890 is taken as the starting point for discussion of
the history of Jamaica’s tourist industry as it signaled the beginning of government’s
commitment to the development of the island’s tourism. The Government offered to guarantee
the capital at 3% interest, for all approved hotel construction and maintenance of approved hotels
and also that all building materials and furniture required for such hotels be admitted into the
island duty free . As a result several hotels were built not only for the Exhibition, but for those
who, having been introduced to Jamaica, would come again and bring others.

Prior to 1890, the industry was not as organized. Available infrastructure was inadequate and
much needed services unavailable. There were however, a number of lodging houses and inns
which numbered in excess of 1400 in 1830. After 1890, hotels were opened in Kingston, Spanish
Town, Moneague, Mandeville and Port Antonio of which the most famous were Titchfield in
Port Antonio and Myrtle Bank in Kingston. The Titchfield Hotel was re-built in 1905 and the
magnificent new structure, which opened that year, helped to make Port Antonio the cradle of
Jamaican Tourism.

Early Hotels

Hotels constructed for the Exhibition and within the period included:

1. The Myrtle Bank built by the Kingston Hotels Company

2. The Queens built by the Jamaica Hotels Company
3. The Hotel Rio Cobre, built by the St. Catherine Hotels Company
4. The Moneague Hotel built by the Moneague Hotels Company
5. The Titchfield Hotel built by Captain Lorenzo Baker
 6. The Mandeville Hotel built on the site of the Officers Quarters and Mess of the British
Regiment which was converted into the Waverly Hotel then the Brooks Hotel and finally
became the Mandeville Hotel in 1912

Help was sought from the United States in managing and developing the local tourism workforce
and especially methods to improve the attitude displayed towards the industry. Concerned that
Jamaica was depending too much on the United States, London implemented the Imperial Direct
Line. This was done in an effort to develop a market for the banana trade, independent of the
United States. Elder Dempster and Company led by Sir Alfred Jones operated this venture.

Elder Dempster and Company leased the Myrtle Bank and Constant Spring Hotels from the
government and immediately began equipping and advertising them. As a result, there was an
increase in the number of visitors to the island. This led to the enactment of another Jamaica
Hotels Law in 1904 which stipulated that any person erecting a hotel of 40 or more bedrooms
could apply to have material brought into the island duty free. The act also exempted persons
from increased taxation for 10 years from the date of the import license.

Attempts to organize a bureau responsible for marketing Jamaica resulted in the formation of the
Jamaica Tourist Association in 1910 whose primary purpose was “to enhance the claims of the
colony as a health and pleasure resort at home and abroad and to give “reliable” information to
both prospective visitors and those already holidaying in the island” (Taylor 1993:124). Soon
after the world experienced it’s First World War 1914 to 1918 that affected tourist travel. After
World War 1 international travel again began to increase and countries across the world began
positioning themselves to benefit from the industry. Significant investments were made and such
countries as Canada and the United States spent in excess of $20 million to promote travel and
tourism to their borders

The next important milestone came in 1922 when the Government established the Tourist Trade
Development Board, this forerunner of the present Jamaica Tourist Board was amalgamated with
the Tourist Trade Development Board in 1926. A small annual grant was spent in disseminating
information about the Island’s facilities and making arrangements with hotel and shipping
companies. Perhaps encouraged by this development, Montego Bay took its first steps in the
field which today is the town’s main focus. The Ethel hart, the Staffordshire and the Casa Blanca
hotels were opened in the next few years, and the fame of Doctor’s Cave Beach began to spread.

Problems surfaced with the financing of the new promotional entity. Many people felt that the
promotion of the industry was a private concern and ought to be treated as such. To settle the
arguments in 1935 the government enacted “a law to impose duty on passengers transported to
Jamaica by a ship or aircraft.” (Taylor 1993:142). The purpose of this was to obtain funds for
the advertising of the Jamaican tourism product abroad and for the general promotion of tourist
trade.
Increase funding for tourism programmes and political developments in the Caribbean and the
world led to the growth of Jamaica’s tourism in the 1930’s. The 1933 overthrow of Machado in
Cuba and the growth of fascism in Italy were two such events which encouraged to the deflection
of tourist traffic to Jamaica. The inauguration of the Pan Am service in 1930 saw Jamaica
emerging as a leading destination for visitors. This service continued up to the outbreak of the
Second World War. This period ushered in a complete ban on pleasure travel which almost
eliminated the Jamaican tourist industry except for the small movement of intra-Caribbean
holiday traffic.

The growth of tourism is of course limited by the number of people who have the time and
money to travel and also by the availability of transport. In these early days most international
travel was by steamship, but the dawn of air travel in the 1930’s changed all that. It is said that
by 1938, Pan American’s four-engine Sikorsky flying boats were bringing as many s twenty
tourists a day to Kingston. Ocho Rios also gained its devotees mainly due to the old Shaw Park,
but this area did not really take off until after World War Two (1939 –1945) starting with the
opening of Tower Isle in 1948.During the inter-war period, tourism to Jamaica was increasingly
viewed as a tool of economic development and one way of diversifying a predominantly
agricultural economy. It was felt that Jamaica possessed an abundance of tourist assets that
could aid in developing the island’s proximity to the wealthy American market. The natural
friendliness of the Jamaican people was also an advantage which assured the island of an
increasing flow of visitors. The end of World War II truly ushered in the air age and the real
beginnings of mass international travel. The stage was set for modern tourism depending as it
does on cheap, fast and easy transportation.

Prior to World War Two, visitors to the island arrived mainly by sea, however, in the years after
the war the mode of transportation was by air. Mid 1950s saw Jamaica being serviced by eight
international airlines – BOAC, BWIA (British West Indian Airlines), PAA, KLM, Trans Canada
Airways, Delta, Avianca and Avenca. The post war period has witnessed unprecedented growth
in international tourist’s arrivals worldwide leading to the growth of lucrative tourist industries in
many destinations, Jamaica among them.

By 1954 the Government recognized the need for a more effective organization than the Tourist
Trade Development Board. Out of this re-organization emerged a much altered and invigorated
Jamaica Tourist Board established April 1, 1955, membership of which reflected all interests in
the industry. The new Board operated under the Ministry of Trade and Industry and was financed
by annual grants, and given special borrowing powers as well. Full-time staff was increased,
sales offices were opened in New York, Miami, Chicago, and London and the promotion of
Jamaica was stepped up.

During this time Jamaica gained some reputation as an exclusive resort attracting mainly a
wealthy and famous clientele. Between 1961 and 1963 however, the industry declined and the
Government of newly independent Jamaica realized the necessity to revive and expand what had
become an important sector of the economy. A full-time Director of Tourism was appointed in
1963 and given a budget of J$1,000,000. The Jamaica Hotel and Tourist Association (JHTA),
responsible for tackling the common problems of hotels and to represent the interests of hoteliers
to the tourist board and to the Jamaican government was also established in 1961. This was the
beginning of Jamaica’s intensive and sophisticated promotional efforts.1963 saw the passage of
the Jamaica Hotels Aids Law which was an amended version of the law passed in 1904. This
amended version provided the importation on a duty free basis, of “building materials, furniture
and equipment for new hotels or for the reconstruction or enlargement of existing plants,
provided that the building contained not less than ten bedrooms when completed” (Taylor
1993:146). Smaller properties were also afforded representation through vehicles such as the
Jamaica Association of Villas and Apartments (JAVA) established in 1967.The number of
visitors began to climb again – from 202,000 in 1963 to 300,000 in 1965 and nearly 400,000 in
1968. And once again there was a shortage of accommodation. Further incentive legislation
enacted in 1968, offered a 10 year tax holiday for all approved projects and 15 years for
convention hotels (350 rooms and over). To fill these rooms, 22 airlines brought visitors to our
two international airports – including the national carrier, Air Jamaica, inaugurated in 1968.The
1970s ushered in a decade of problems for Jamaica. There was increased competition from
Europe due to the dramatic reduction in transatlantic fares; rising fuel prices which affected
airline costs thereby increasing airfares to Jamaica; political and social unrest in the island; the
seemingly anti-American stance of the government at the time; an increase in negative press
coverage overseas, and increased competition from neighboring countries such as the Bahamas
and Barbados. This resulted in a fluctuation in the number of visitor arrivals to Jamaica.

After the 1980 general election and the installation of the new government, there was an upsurge
in visitor arrivals to Jamaica. This was due mainly to a reduction in political violence, the pro US
policy of the new administration, renewed confidence in Jamaica’s future and massive
advertising by the Jamaica Tourist Board.

Visitor arrivals continued to grow up to 1988 when the country was hit by Hurricane Gilbert.
The disaster affected arrivals but not for long, as within two years the country regained its lost
ground and kept on growing. Arrivals continued to increase and by the end of the decade the
country had received in excess of one million tourists, more than double the number received in
1980.The growth pattern continued in the 1990’s despite the decade starting with adversities
such as the impact of Hurricane Gilbert, the war in the Persian gulf, the US and Canadian
economic recessions. By 1997 the US economy was considered to be buoyant, experiencing low
inflation and facilitating higher disposable income. These trends indicated good market prospects
for Jamaica and the Caribbean. Jamaica ended the decade receiving over 2 million visitors.

This last decade has also started with significant challenges for the industry. Events such as the
bombing of the World Trade Center, The War in Iraq and the United States elections all
impacted on the local trade. Other events such as the country receiving its one millionth cruise
visitor in one year helped to soften the blows.
Increasingly, the government is dependent on tourism to provide the much needed foreign
exchange. Tourism is the number one earner of foreign exchange for the island and showcasing
our bringing many visitors to our shores and exposing bringing earning an estimated
US$1,925,423,000 in 2009 from a total 2.75million visitor to our shores, this despite the local
and international challenges. At the end of 2009, 2070 places of accommodation were available
to our visitors providing over 30,000 rooms.

A GLIMPSE INTO THE PAST OF THE ROYAL HAWAIIAN

The opening of The Royal Hawaiian on February 1, 1927, ushered in a new era of luxurious
resort travel to Hawaii.

The resort was built with a price tag of $4 million, and was completed in 18 months. The six-
story, 400-room structure was fashioned in a Spanish-Moorish style, popular during the period
and influenced by screen star Rudolph Valentino. The first general manager of the hotel, Arthur
Benaglia, presided over a staff of 300, including ten elevator operators and lobby boys dressed in
“Cathayan” costume.

At the grand opening’s black-tie gala celebration, members of the Honolulu Symphony
entertained over 1,200 guests at the $10-a-plate event-of-the-year. The Honolulu Star-Bulletin
described the newly opened Royal Hawaiian as “the first resort hostelry in America.”

As the world continues to progress at such a rapid rate, the upgrades continue. In 2015, the now
17-story Mailani Tower opened, gracefully bridging the sumptuous splendor of the property’s
original allure, with the conveniences and comforts expected by modern travelers.

Today, The Royal Hawaiian and its associates continue to carry on the legacy of the rich heritage
and inspiring and distinctive character of the “Pink Palace of the Pacific.”

Long before Waikiki was developed as a tourist destination, it was a favorite residence and
recreational center for Hawaiian kings and chiefs. King Kamehameha I had his home where The
Royal Hawaiian stands today, and Queen Kaahumanu’s Summer Palace was previously located
on what is now the resort’s Coconut Grove.

Foreign visitors began to visit Waikiki in the 1830s, and a road was constructed in the 1860s.
With an anticipation of an increase in visitors, the Moana Hotel opened in 1901.

Simultaneously, the territorial government in 1907, under what it called the “Waikiki
Reclamation Commission,” planned for greater commercial and tourism development by
widening streets, building bridges, and draining the duck ponds, rice paddles, and taro patches
that formed Waikiki’s aquaculture. Development accelerated after World War I.
During the times of the Charleston and Prohibition, the method of transportation to Hawaii was
aboard a Matson steamship, providing a rather unattractive and unappealing method of travel for
the rich who could afford overseas luxury and adventure. It became known as the gateway to the
exotic faraway destinations of the South Pacific and the Orient.

On February 1, 1927, The Royal Hawaiian Hotel opened – a $4 million investment by the
Matson Navigation Co., the brainchild of Ed Tenney, who headed the “big five” firm of Castle
and Cooke and Matson Navigation, and Matson manager William Roth. It was made to be a
luxurious resort for Matson passengers.

The first general manager of the hotel, Arthur Benaglia, presided over a staff of 300, including
ten elevator operators and lobby boys dressed in “Cathayan” costume. At the grand opening’s
black-tie gala celebration, members of the Honolulu Symphony entertained over 1,200 guests at
the $10-a-plate event-of-the-year. The Honolulu Star-Bulletin described the newly opened hotel
as “the first resort hostelry in America.”

Built on 15 acres of beautiful beach frontage, the luxurious hotel with its distinctive Moorish-
style architecture, painted pink, was promoted world-wide as a premier visitor destination.
Elaborate opening ceremonies and festivities included dinner and dancing, concerts, and
pageants.

The era of opulence came to an abrupt end on the morning of December 7, 1941 when Japanese
planes flew alongside Waikiki Beach on its way to the US fleet berthed at Pearl Harbor. The
Navy recreation and morale office leased The Royal Hawaiian, transforming the resort into a
major rest and relaxation center for the Navy personnel. The resort was restored to its pre-war
elegance in 1947.

In the 1950s, many new moderately priced hotels were build in the Waikiki area, including
SurfRider and Princess Kaiulani, built by the Matson Company. As larger and faster places
reduced the flying time from the mainland to Hawaii, fewer and fewer vacationers wanted to
spend 4.5 days aboard a Matson ship each away. Although more than half of all the tourists who
came to Hawaii in 1955 stayed in one of Matson’s four hotels, only a fifth came by ship.

By 1959, jet service had reduced the flying time even more, which further eroded the steamers’
business. That same year, after 32 years in hotel business, the company sold its first hotels
(Moana, Royal, SurfRider and Princess Kaiulani to the Sheraton hotel chain for $17.6 million.

After 32 years in hotel business, the company sold its first hotels (Moana, Royal, SurfRider and
Princess Kaiulani to the Sheraton hotel chain for $17.6 million in 1959.

Today, The Royal Hawaiian continues to carry on the legacy of the rich heritage and distinctive
character that’s known throughout the world as a destination of unparalleled romance and luxury.
 Las Vegas Sun Hotel

1829-1898
 1829:Spanish explorers name springs in the desert Las Vegas — Spanish for “the meadows.”
 1844:John Fremont’s journal of camping at the Las Vegas Springs brings publicity to the area.
 1855:Mormons make first attempt to settle Las Vegas.
 Oct. 31, 1864:Nevada is admitted as the 36th state in the Union.

1900-1909
 1902:U.S. Sen. William Andrews Clark looks to connect transcontinental railroad through Las Vegas.
 May 15, 1905:Clark auctions off 600 plots of land, establishing Las Vegas as a town.
 1905:The First United Methodist Church of Las Vegas is formed.
 1906:What is now the Golden Gate Hotel & Casino opens as the Hotel Nevada in downtown Las Vegas.
 1907:First telephone wires installed on Fremont Street.
 July 1, 1909:Clark County is created.
 1909:Nevada bans gambling.

1910-1919
 March 16, 1911:The city of Las Vegas is incorporated.
 1911:Laws liberalized to allow for “quickie” divorce after six weeks of residency.
 1919:Prohibition is ratified — all consumption, manufacturing and distribution of liquor banned.

1920-1929
 1920:Population of Las Vegas is 2,304 (Clark County, 4,859).
 Nov. 24, 1922:Colorado River Compact is signed by seven western states to divide water equally.
 1925:Fremont Street is paved.
 April, 1926:Western Airlines provides first commercial flight at Rockwell Field.
 Dec. 21, 1928:The Boulder Canyon Project Act approved, authorizing construction of a dam on the
Colorado River.
 1928:The El Portal Theatre opens on Fremont Street.
 Sept. 7, 1929:Work starts on Boulder Dam.
 1929:The Las Vegas Review-Journal becomes a daily newspaper.
 1929:Las Vegas High School opens.

1930-1939
 1930:Population of Las Vegas is 5,165 (Clark County, 8,532).
 1930:Union Pacific Railroad connects Las Vegas to Boulder City.
 1931:The Nevada Legislature relaxes marriage and divorce laws and repeals its gambling ban.
 1931:Pair-O-Dice Club opens on Highway 91, which later is known as the famous Las Vegas Strip.
 1932:Patrick McCarran elected to the U.S. Senate
 1933:Prohibition is repealed.
 1934:“Helldorado Days” begin, portraying the city’s Old West theme.
 Sept. 30, 1935:President Franklin Roosevelt dedicates Boulder Dam.
 1938:California authorities crack down on illegal gambling, causing many gamblers to move to Las Vegas.
 1938:Guy McAfee opens “The 91 Club” on Highway 91.
 Jan. 1939:Ria Langham divorces husband, Clark Gable, helping Las Vegas earn the title of “Divorce
Capital of the World.”

1940-1949
 1940:Population of Las Vegas is 8,422 (Clark County, 16,414).
 Jan. 25, 1941:U.S. Army creates a gunnery school that will become Nellis Air Force Base.
 April 3, 1941:Thomas Hull opens the El Rancho Vegas, the first resort on Highway 91 (aka the famous
Las Vegas Strip).
 1941:The El Cortez opens downtown.
 Oct. 30, 1942:The Last Frontier opens.
 Oct. 10, 1944:The Huntridge Theater opens as the first non-segregated theater in Las Vegas.
 Nov. 1944:Liberace makes his Las Vegas debut.
 1945:J. Walter Thompson receives first advertising contract to promote Las Vegas tourism.
 Aug. 30, 1946:The Golden Nugget opens downtown.
 Dec. 26, 1946:Benjamin “Bugsy” Siegel opens the Flamingo Hotel.
 1946:Nevada levies first gaming taxes.
 June 20, 1947:Siegel is murdered in Virginia Hill’s Beverly Hills home.
 Dec. 20, 1948:Alamo Airport becomes McCarran Field — now known as McCarran International Airport.

1950-1959
 April 24, 1950:Desert Inn opens.
 July 1, 1950:Hank Greenspun publishes the first edition of The Las Vegas Sun under the name of the Las
Vegas Morning Sun.
 Nov. 15, 1950:Sen. Estes Kefauver opens a five-month probe of organized crime with a hearing in Las
Vegas.
 1950:Population of Las Vegas is 24,624 (Clark County, 48,289).
 Jan. 27, 1951:Nevada Test Site conducts first nuclear weapons test only 65 miles from downtown Las
Vegas.
 Sept. 1951:Frank Sinatra’s first performance at the Desert Inn.
 1951:Vegas Vic, a 40-foot tall waving cowboy sign, is erected at the Pioneer Club.
 April 22, 1952:Media broadcast detonation of a nuclear device for the first time.
 Oct. 7, 1952:Sahara opens.
 Dec. 15, 1952:Sands opens as the seventh resort on The Strip.
 July 22, 1953:Greenspun and other investors start KLAS Ch. 8, the city’s first commercial TV station.
 Sept. 4, 1953:Las Vegas Park opens but horse racing lasts only 13 ill-fated days.
 Feb. 15, 1954:Ronald Reagan has two-week show at the Last Frontier.
 April 28, 1954:Roxie’s, a bordello off Boulder Highway, is raided.
 Sept. 28, 1954:Sen. McCarran dies.
 March 29, 1955:The Nevada Tax Commission creates the Gaming Control Board.
 April 20, 1955:The nine-story tall Riviera opens as the tallest building in town.
 May 15, 1955:Las Vegas celebrates its 50th birthday.
 May 23, 1955:The Dunes opens, as the 10th resort on The Strip.
 May 24, 1955:The Moulin Rouge, the first racially integrated hotel opens.
 Nov. 17, 1955:14 die when a plane crashes into Mt. Charleston.
 1955:The Las Vegas Sun’s starts its Youth Forum.
 1955:Liberace becomes the city's highest-paid entertainer, earning $50,000 a week.
 1955:Nearly eight million people visit Las Vegas every year.
 April 23, 1956:Elvis Presley performs first shows in Las Vegas at the New Frontier Hotel.
 May 18, 1956:The 12-story tall Fremont Hotel opens in downtown becoming the area’s tallest building.
 1956:Las Vegas annexes a mile of land, its first addition since incorporation.
 June 1, 1956:Nellis Air Force Base becomes the home of the Thunderbirds, an aerial demonstration
squadron.
 June 8, 1956:Silver Palace, Las Vegas' first two-story club, opens.
 June, 1956:Hacienda opens.
 Jan. 10, 1957:Showgirls make debut with “Minsky’s Follies” at the Desert Inn.
 April 3, 1957:Tropicana opens.
 Sept. 10, 1957:UNLV holds its first classes.
 1958:The Stardust opens.
 March 30, 1959:Nevada creates the Gaming Commission.
 April 29, 1959:The Las Vegas Convention Center opens.
 October 10, 1959:Freed's Bakery opens, supplying cakes and baked goods to Las Vegas residents, tourists
and celebrities alike. (Promotional Partner)
 1959:Betty Willis designs “Welcome to Fabulous Las Vegas” sign.

1960-1969
 1960:Rat Pack (Frank Sinatra, Dean Martin, Sammy Davis Jr., Joey Bishop and Peter Lawford) performs
for first time.
 March 25, 1960:NAACP members, politicians and businessmen lift Jim Crow restrictions.
 June 17, 1960:El Rancho goes up in flames.
 Aug. 10, 1960:"Ocean’s Eleven," starring the Rat Pack, debuts.
 March 1963:McCarran Airport completes expansion and relocation project.
 Oct. 10, 1963:Atomic Age ends when Limited Test Ban Treaty goes into effect, banning above ground
testing at the Nevada Test Site.
 Nov. 20, 1963:The Las Vegas Sun's newspaper office burns to the ground.
 1963:Wayne Newton performs first show at the Flamingo.
 May 20, 1964:The film “Viva Las Vegas,” starring Elvis Presley and Ann Margret, is released.
 June 3, 1964:UNLV holds first commencement ceremony as 29 students graduate in the “Centennial
Class” as Nevada turns 100.
 Aug. 20, 1964:The Beatles perform at the Las Vegas Convention Center.
 Aug. 25, 1964:A rooftop fire causes $1 million in damage to the Sahara.
 April 1, 1966:The Aladdin opens with 400 rooms.
 Aug. 5, 1966:Caesars Palace opens.
 Nov. 27 1966:Howard Hughes arrives in Las Vegas and takes over the top two floors of the Desert Inn.
 Jan. 7, 1967:R.J. Parish kills six people — including himself — and injured eight others by shooting a pile
of dynamite at the Orbit Inn Motel.
 March 1967:Hughes buys the Desert Inn (avoiding eviction), the first in a slew of hotels the billionaire
would purchase.
 1967:Siegfried & Roy debut at the Tropicana.
 May 1, 1967:Elvis and Priscilla Presley marry at the Aladdin.
 Dec. 31, 1967:Evel Knievel crashes during his famous jumpover the fountains at Caesars Palace.
 1967:The first Las Vegas Marathon takes place.
 Oct. 18, 1968:Circus Circus opens.
 1969:The Nevada Legislature approves its second Gaming Act, allowing corporations to own casinos.
 1969:Kirk Kekorian builds the International Hotel.
 July 26, 1969:Elvis Presley starts his shows at the International, signing up for four weeks, twice a year,
for $125,000 per week.
 1969:B.B. King plays first show in Las Vegas at Caesars Palace.

1970-1979
 Nov. 26, 1970:Howard Hughes leaves Las Vegas after becoming Nevada’s largest private employer,
largest casino owner and largest property owner.
 1971:The $3.5 million Las Vegas Stadium opens.
 1971:Hunter S. Thompson first publishes "Fear and Loathing in Las Vegas" as a story in Rolling Stone.
 April 5, 1976:Howard Hughes dies.
 Dec. 2-12, 1976:Elvis performs his final engagement at the Hilton.
 1976:Gambling is legalized in Atlantic City, N.J., providing intense East Coast competition.
 Aug. 16, 1977:Las Vegas legend Elvis Presley dies in Memphis.
 April 15, 1979:Liberace opens The Liberace Museum, which displays his collection of rare pianos, cars
and, of course, his bejewled wardrobes.
 Jan. 31, 1979:A winter storm blanketed the valley with 7.4 inches of snow (The record snow for Las Vegas
was 9 inches in January of 1974).

1980-1989
 Nov. 21, 1980:The MGM Grand Hotel fire kills 87 people and injures some 700 more.
 Feb. 10, 1981:The former International, known as the Las Vegas Hilton, erupts in flames, killing eight.
 Oct. 4 1982:Frank “Lefty” Rosenthal survives near fatal car bomb explosion.
 1985:The first National Finals Rodeo is held in Las Vegas.
 June 14, 1986:Notorious mobster Tony “The Ant” Spilotro is killed in an Indiana cornfield.
 Feb. 4, 1987:Liberace dies.
 1987:McCarran International Airport completes a $300 million expansion project that features a new
central terminal, additional gates, and revamped runways.
 May 4, 1988:The Pacific Engineering Production Company plant explodes in Henderson, killing two and
injuring 370.
 Nov. 22, 1989:Steve Wynn opens the Mirage (the first new casino in 16 years) which ignites a resort
building boom that revolutionizes Vegas into the 1990s and 2000s.

1990-1999
 Jan. 15, 1990:The Rio opens.
 April 9, 1990:UNLV’s basketball team wins national title with a 103-73 victory over Duke in Denver.
 May 16, 1990:Rat Pack member Sammy Davis, Jr. dies from complications of throat cancer in Beverly
Hills, Calif.
 June 19, 1990:Excalibur opens.
 Dec. 18, 1992:The first Las Vegas Bowl is played at Sam Boyd Stadium.
 Jan. 26, 1993:The Dunes closes its doors after being sold to Steve Wynn. The famed casino is imploded
on Oct. 27.
 Oct. 15, 1993:The Luxor opens.
 Oct. 27, 1993:Treasure Island opens.
 Dec. 18, 1993:Kirk Kerkorian’s MGM Grand Hotel & Theme Parks opens at the world’s largest hotel at a
cost of $1 billion.
 March 10, 1995:The world’s first Hard Rock Hotel opens in Las Vegas.
 Nov. 7, 1995:The Landmark Hotel is imploded and footage is used in Tim Burton’s 1996 film “Mars
Attacks!”
 Dec. 14, 1995:The $70 million Fremont Street Experience opens.
 Dec. 25, 1995:Former Rat Pack member Dean Martin dies of lung cancer.
 April 30, 1996:The Stratosphere Hotel opens as the tallest building west of the Mississippi.
 June 21, 1996:Monte Carlo opens.
 Sept. 1996:The $72 million, 1,100-acre Las Vegas Motor Speedway opens.
 Sept. 7, 1996:Tupac Shakur is shot; dies six days later.
 Sept. 7, 1996:UNLV becomes a member of the Western Athletic Conference.
 Nov. 26, 1996:The Sands Hotel is imploded.
 Dec. 18, 1996:The Orleans opens.
 Dec. 31, 1996:The Hacienda is imploded.
 1996:Wayne Newton celebrates 25,000th performance.
 1996:Siegfried and Roy celebrate their 15,000th performance.
 Jan. 3, 1997:New York-New York opens.
 1997:The Crystal Method, made up of two former Las Vegans, releases their debut CD, “Vegas.”
 June 28, 1997:Mike Tyson bites Evander Holyfield’s ear.
 Jan. 4, 1998:Las Vegas Hilton opens “Star Trek: The Experience.”
 May 14, 1998:Frank Sinatra dies of a heart attack. The next night the lights on the Strip are dimmed in
his honor.
 Oct. 15, 1998:The Bellagio opens as the most expensive hotel in the world, built for $1.7 billion.
 March 2, 1999:Mandalay Bay opens.
 May 3, 1999:The Venetian opens.
 Sept. 1, 1999:The Paris Hotel and Casino opens.
 Dec. 31, 1999:Barbra Streisand’s New Year’s Eve concert at the MGM Grand becomes Vegas’ highest
grossing concert ever.
 1999:Las Vegas became the world’s most visited place with 37 million tourists a year.

2000-2009
 Aug. 28, 2000:The Desert Inn closes after Steve Wynn buys the property. It is then imploded Oct. 23,
2001.
 Nov. 15, 2001:The Palms Casino opens off the Strip.
 Dec. 18, 2001:Green Valley Ranch opens.
 Sept. 3, 2002:Nevada State College opens.
 2002:Lake Mead completes its second water intake.
 2002:The Las Vegas band, The Killers, form.
 March 21, 2003:A record Megabucks jackpot of $39,713,982.25 was won by a 25-year-old software
engineer from Los Angeles.
 July 15, 2004:The Las Vegas Monorail opens to the public.
 2005:Las Vegas celebrates its centennial.
 April 28, 2005:Wynn Las Vegas opens with 2,698 rooms.
 Dec. 22, 2005:South Coast Hotel & Casino (now South Point) opens.
 2005:Harrah’s Entertainment became the world’s largest owner/operator of casinos after purchasing
Caesars Entertainment.
 Feb. 3, 2006:Hooters Casino Hotel (formerly the San Remo) opens.
 April 18, 2006:Red Rock Casino opens.
 July, 19 2006:An ordinance makes it illegal to serve homeless people food in any Las Vegas park.
 Feb. 18, 2007:Las Vegas hosts NBA All-Star Weekend.
 March 13, 2007:The Stardust is imploded.
 July 7, 2007:On what is billed as the luckiest day of the century, hundreds of couples tie the knot.
 Sept. 13, 2007:O.J. Simpson is arrested in an alleged armed robbery at the Palace Station casino.
 Oct. 30, 2007:Robert Goulet dies.
 Nov. 2007:The Aladdin reopens as Planet Hollywood.
 Nov. 13, 2007:The New Frontier is imploded.
 Nov. 15, 2007:Las Vegas hosts the CNN Democratic Presidential Debates at UNLV’s Cox Pavilion
 December 2007:Clark County’s population reaches 2 million.
 Jan. 17, 2008:The $1.9 billion Palazzo resort opens. Combined with The Venetian the resorts boast more
than 7,000 rooms.
 Jan. 19, 2008A record number of Nevadans turnout to participate in the Silver State's caucus
 Jan. 25, 2008A roof fire on top of the Monte Carlo causes severe damage, but no deaths.
 February 2008:The largest hepatitis scare in the nation occurs in southern Nevada.
 March 22, 2008:The eighth-seeded UNLV Rebels make it to the second round in the NCAA Final Four
men's basketball tournament under coach Lon Kruger.
 March 30, 2008:The Sun begins its series on construction deaths during the $32 billion building boom on
the Strip, exposing serious safety flaws and how lax oversight by safety regulators failed to prevent
accidents that caused 12 deaths in 18 months. The Sun eventually wins the Pulitzer Prize for Public
Service for the series.
 Aug. 13, 2008:Nevada finding itself at ground zero of the nation's foreclosure crisis.
 Aug. 28, 2008:The $250 million Eastside Cannery opens its doors, becoming the first new casino
property along Boulder Highway in 14 years.
 Sept. 18, 2008:The Los Angeles Dodgers leave Las Vegas as the parent team for the Triple-A 51s, moving
to Albuquerque. The Toronto Blue Jays become the 51s' new parent club.
 Nov. 4, 2008:Barack Obama wins the presidency in the 2008 general election, taking Nevada by 12
percentage points over Republican John McCain. The Democratic surge also topples two longtime GOP
state senators, Bob Beers and Joe Heck.
 Nov. 11, 2008:The $662 million Aliante Station Casino and Hotel opens in North Las Vegas.
 Dec. 4, 2008:O.J. Simpson is sentenced to at least nine years in prison for an armed sports memorabilia
Sept. 13, 2007, robbery at the Palace Station casino.
 Dec. 22, 2008:The $2.3 billion Encore opens next to its sister property, Wynn Las Vegas, bringing
another 2,034 hotel rooms to the Las Vegas Strip.
 Jan. 7, 2009:Because of structural building problems, MGM Mirage announces it will stop work on the
condo project part of the Harmon Hotel and Spa.
 Jan. 12, 2009:Caesars Palace delays opening of new 660-room Octavius Tower.
 Feb. 12, 2009:Nevada is named the worst state in the country for foreclosures. Another report in
August showed foreclosures were the highest in the country for the 31st month.
 March 1, 2009:The M Resort opens on 90 acres near Interstate 15 and St. Rose Parkway as the Las Vegas
Valley's newest locals-oriented resort and casino.
 May 1, 2009:Danny Gans, a longtime Las Vegas impressionist, singer and comedian, suffers an accidental
death, later found to be caused by by a combination of medical ailments and a prescription painkiller.
 June 16, 2009:U.S. Sen. John Ensign, R-Nev., once considered a possible presidential contender, admits
to an affair with the wife of his former upper-level staffer, triggering a scandal that lasts for months.
A $96,000 gift from his parents to the staff member, who critics characterized as hush money, leads to an
investigation by the Senate Ethics Committee.
 Oct. 9, 2009:Cloud Nine, a tethered balloon ride across from Mandalay Bay, opens.
 Nov. 30, 2009:Binion's Gambling Hall and Hotel announces it will close its 365 hotel rooms on Dec. 14
and lay off about 100 workers. It also closes the Binion's Original Coffee Shop and discontinues keno. The
casino, sports book, poker room and Binion's Ranch Steakhouse on the property's 24th floor will stay
open.
 Dec. 1, 2009:MGM Mirage's $8.5 billion CityCenter complex opens with the ribbon-cutting of the non-
gaming, 1,495-room Vdara Hotel and Spa.
 Dec. 3, 2009:Crystals, a 500,000-square-foot retail and entertainment district featuring high-end shops
and restaurants, makes its debuts as part of the CityCenter complex.
 Dec. 4, 2009:The Mandarin Oriental, a 47-story non-gaming hotel and condo development that's part of
the CityCenter complex, is opened to the public.
 Dec. 16, 2009:Aria Resort and Casino, the 4,004-room centerpiece of the CityCenter complex — and the
only casino component to MGM Mirage's mid-Strip metropolis — is is finally unveiled.
 Dec. 17, 2009:Cloud Nine, a tethered balloon ride across from Mandalay Bay, closes.
 Dec. 28, 2009:The Hard Rock Hotel and Casino's new all-suite HRH Tower welcomes its first guests. The
tower includes 359 suites, seven penthouses and eight spa villas.

2010-Present
 Jan. 4, 2010:Johnny Lee Wicks walks into the Lloyd D. George Federal Courthouse in downtown Las
Vegas, pulled a shotgun from beneath his jacket and opened fire, killing Stanley Cooper, a security guard,
before being killed in a gunfight with deputy U.S. marshals.
 Jan. 13, 2010:The Las Vegas Monorail files for Chapter 11 bankruptcy protection, but will continue to
operate.
 Feb. 19, 2010:Harrah's officially takes over Planet Hollywood.
 April 20, 2010:The Stratosphere debuts the $99 SkyJump thrill ride.
 May 21, 2010:The Cleveland Clinic Lou Ruvo Center for Brain Health opens, bringing world-class
medical research to Las Vegas.
 June 1, 2010:Barbara Greenspun, matriarch of the Greenspun Media Group and the Las Vegas Sun, dies
at the age of 88. She took over as publisher of the Sun when her husband, Hank Greenspun, died in 1989.
 July 10, 2010:Eric Scott, 38-year-old U.S. Military Academy graduate, was killed in a hail of gunfire by
three Metro police officers outside the Costco store in Summerlin. Store employees told police that Scott
was acting as if he was on drugs and had refused to leave when he was seen carrying a handgun. A
 coroner's inquest found the police to be justified in the shooting. However, the incident prompted
changes in the inquest process.
 July 15, 2010:The 37-floor Veer Towers, the last of the residential buildings at the CityCenter complex,
officially welcomes its first residents.
 July 22, 2010:Former Nevada Gov. Kenny Guinn, a Republican, dies when he falls off the roof of his Las
Vegas home.
 July 22, 2010:Mandalay Bay wins the right to evict the Rumjungle nightclub and the club is closed.
 Aug. 27, 2010:Hotel heiress and TV reality star Paris Hilton is arrested on drug charges for having 8
grams of cocaine in her purse outside of Wynn Las Vegas. She serves a year of informal probation and
does community service work.
 Sept. 13, 2010:The Plaza Hotel and Casino announces it will temporarily lay off 400 employeesas it
begins a renovation project on all of its guestrooms and hallways.
 Sept. 30, 2010:Hollywood leading man Tony Curtis dies at his Henderson home at the age of 85. Curtis,
whose work ranged from light comedies such as "Some Like It Hot" to dramas such as "The Defiant
Ones," also portrayed Strip casino-resort owner Philip Roth on the TV show "Vega$" from 1978 to 1981.
 Oct. 20, 2010:The 1,900-foot Hoover Dam bypass bridge is open to traffic above the Colorado River. The
bridge, whose official name is the Mike O’Callaghan-Pat Tillman Memorial Bridge, is the largest single-
span concrete arch bridge in the western hemisphere.
 Nov. 2, 2010:U.S. Senate Majority Leader Harry Reid, D-Nev., survives an anti-incumbent wave to win
re-election over Republican Sharron Angle, a Tea Party movement favorite. U.S. Rep. Dina Titus, D-
Nev., loses her re-election bid to Republican Joe Heck.
 Nov. 9, 2010:Tropicana Las Vegas implodes a wing containing the resort's oldest rooms.
 Dec. 1, 2010:In what Mayor Oscar Gooman calls a "watershed moment" for Las Vegas, city officials
announce that Zappos.com will move into the former City Hall building at Fourth Street and Stewart
Avenue.
 Dec. 8, 2010:The downtown Lady Luck property owners announce renovations for the mothballed casino
and hotel.
 Dec. 14, 2010:Metro Police search for the "Bellagio bandit"who robbed a craps table at gunpoint and got
away on a motorcycle with about $1.5 million in casino chips. The same man also robbed the Suncoast
Casino on Dec. 9 of just under $20,000 in cash.
 Dec. 15, 2010:The $3.9 billion, 2,995-room Cosmopolitan of Las Vegas casino/resort opens its doors to
the public on 8.7 acres between the Bellagio and the CityCenter complex.
 Jan. 13, 2011:The Stratosphere unveils its $20 million renovation.
 Feb. 2, 2011:The 70-year-old El Cortez, a downtown stalwart hotel and casino, takes aim at a younger
crowd with revamped suites.
 Feb. 9, 2011:Executives say still no plans in place for the stalled Fontainebleau project on the Las Vegas
Strip.
 March 7, 2011:A plan is announced to revamp the existing Centurion Tower at Caesars Palace into the
180-room luxury Nobu Hotel, featuring "signature Japanese elegance."
 March 10, 2011:Station Casinos reaches agreement to buy Green Valley Ranch hotel-casino in
Henderson.
 April 21, 2011:Sen. John Ensign announces his resignation following months of scandal; Dean Heller to
be his replacement.
 May 2011:O'Sheas closes after 23 years. The casino parking garage for O'Sheas is imploded, getting ready
for the new Linq entertainment district, which will fold in O'Sheas and the Imperial Palace under a new
name.
 May 15, 2011:After 59 years, the 1,720-room Sahara hotel-casino has its last weekend. Company officials
reviewing options, including renovation.
 May 27, 2011:Tropicana's $180 million renovation is highlighted by a Nikki Beach theme five-acre pool
area and nightclub and a 26,000-square-foot "Las Vegas Mob Experience" attraction.
 May 31, 2011:Phil Ruffin takes aim at the mid-range income crowd in his renovation of Treasure Island.
 Aug. 25, 2011:Anthony Carleo, the son of a local judge and the admitted "Bellagio bandit," is sentenced to
serve at least nine years in state prison.
 Sept. 1, 2011:Following nine months of renovations, costing $35 million, the 1,037-room Plaza hotel-
casino reopens in downtown Las Vegas.
 Nov. 15, 2011:The Western Hotel and Casino closes after operating 41 years downtown.
 Dec. 16, 2011:Caesars Palace opens Octavius Tower with "a hotel within a hotel" feel.
 Jan. 4, 2012:The Bellagio finishes a $70 million renovation of 2,568 rooms in the hotel's main tower.
 Feb. 14, 2012:The Mob Museum opens in downtown Las Vegas.
 March 5, 2012:The glassy new Las Vegas City Hall opens, clearing the way for Zappos to begin
renovations on the old city hall building.
 March 10, 2012:The Smith Center for the Performing Arts opens in the downtown's new Symphony Park
development.
 March 13, 2012:The downtown's Fitzgeralds becomes the D Las Vegas Casino Hotel as part of a makeover
and a $15 million renovation.
 April 4, 2012:The Sahara will be reopened as "SLS Las Vegas."
 May 22, 2012:Construction begins on SkyVue, a 500-foot observation wheel on the Strip.
 July 15, 2012:The Sun takes a comprehensive look at four major proposals to build a sports arena in Las
Vegas: on the Strip, at UNLV, downtown Las Vegas and southwest Henderson.

Local History of hotel industry

Name Location Rooms Opened Notes

Historic hotel designed by Fernando

H. Ocampo and completed in 1939
Admiral Hotel Malate 1939 to be redeveloped as the Admiral
Suite Hotel by 2017 in partnership
with Accor S.A.

Conrad Hotel The first Conrad Hotels & Resorts

Bay City 350 mid-2015
Manila branded property in the Philippines.

2nd hotel in the Robinsons

Crowne Plaza Galleria complex after Holiday Inn
Ortigas Center 263 2005
Manila Galleria Galleria (formerly Manila Galleria
Suites)

Luxury serviced residences in Makati

Discovery Primea Makati CBD 141 2014
CBD

Formerly known as Manila Garden

Dusit Thani Manila Makati CBD 538 1976
Hotel, Dusit Hotel Nikko
 Name Location Rooms Opened Notes

Edsa Shangri-La,
Ortigas Center 631 1992 formerly known as Edsa Plaza Hotel
Manila

Hyatt City of Entertainment

365 2014
Dreams Manila City

The first hotel to rise in Ayala Center,

InterContinental April 11, It was designed by National
Makati CBD 332
Manila 1969 Artist Leandro Locsin. Closed on
December 31, 2015.

Historic hotel near Rizal

Luneta Hotel Ermita 27 1919
Park reopened in June 2014

Makati Shangri-La April 27, Located on the site of the former

Makati CBD 696
Manila 1993 Rizal Theater (demolished in 1990)

Mandarin Oriental
Makati CBD 442 1976 Closed September 2014[10]
Manila

The oldest premiere hotel in the

Manila Hotel Ermita 570 1912
Philippines

Manila Grand Built on the site of the former Manila

Santa Cruz 205 2008
Opera Hotel Grand Opera House

Marco Polo Ortigas

Ortigas Center 316 2014 The first Marco Polo hotel in Manila
Manila

Marriott Hotel One of the 3 hotels to rise in Resorts

Newport City 342 2009
Manila World Manila
 Name Location Rooms Opened Notes

Mercure Manila
Ortigas Center 150 2015
Ortigas

Novotel Manila Araneta

401 2015 The largest hotel in Quezon City.[16]
Araneta Center Center

Oakwood Premier
Relocated from Makati when Ascott
Joy~Nostalg Center Ortigas Center 230 2009
took the latter in 2009
Manila

Entertainment Third and largest resort-casino to

Okada Manila 993 2016
City rise in Entertainment City

Shangri-La at the Bonifacio Third hotel to rise in Bonifacio Global

576 2016
Fort, Manila Global City City

Formerly Known as Philippine Plaza

Hotel and Westin Philippine Plaza
Sofitel Philippine
Pasay 609 1976 under Starwood Hotels in
Plaza Manila
the Cultural Center of the Philippines
Complex

Solaire Resort & Entertainment March 16, First resort-casino to rise in

488
Casino City 2013 Entertainment City

The Peninsula September Site of the Manila Peninsula

Makati CBD 543
Manila 1976 rebellion in 2007

Name Location Rooms Opening Notes

Crockfords Tower Entertainment

2018 Scheduled to open in 2018.
Manila City
 Name Location Rooms Opening Notes

Genting Grand Entertainment

2018 Scheduled to open in 2018.
Manila City

Bonifacio Scheduled to open in the second

Grand Hyatt Manila 438 2017
Global City quarter of 2017.

Hilton Manila Newport City 350 2017 Scheduled to open in 2017.

Entertainment
Hotel Okura Manila 2018 Scheduled to open in 2018.
City

Mercure Manila Originally targeted for completion in

Ermita 500 TBA
Ermita 2015.

Mövenpick Hotel Makati First Movenpick Hotel in Manila, 2nd

324 TBA
Manila Poblacion hotel to rise in the Philippines.

Novotel Manila The second Novotel to rise in Manila

Ortigas Center 150 2017
Emerald Suites opens 2017.

A 4-star hotel project within Century

Novotel Suites
Mandaluyong 310 2019 Properties' Acqua Private
Manila
Residences development.

Radisson Blu Bonifacio Proposed hotel in the SM

TBA
Global City Global City Aura complex.

Sheraton Manila Newport City 350 2017 The 2nd Sheraton Brand in Manila

The Westin Manila Entertainment The return of the Westin brand in the
600 2018
Bayshore City Philippines since 2007.
 Name Location Rooms Opening Notes

The Westin Manila

Ortigas Center 2019 Scheduled to open in 2019
Sonata Place

Benefits of hotel industry

1. You Can Choose Your Environment

If you thrive in a fast-paced work environment, then you can choose to work in an internationally
known hotel in a major city. If you prefer a more laidback atmosphere, working in a small bed
and breakfast on the beach might be ideal for you. The point is that you have plethora of options
to choose from.

The hospitality industry is different from any other industry in that the skills and education you
acquire will allow you to work anywhere in the world.

2. The Job Benefits are Exceptional

Most hotels that employ hotel managers are owned by major corporations, like Hilton or
Marriott. These companies know what is required to stay in business. A significant component of
this is offering excellent benefits and competitive salaries in order to attract and retain
exceptional employees and management staff.

Not only are 401K and healthcare packages more than competitive, these companies also offer
generous sick leave, maternity leave, and vacation packages/pay. Most also offer tuition
reimbursement for select educational programs, as well as steeply discounted travel rates.

3. There is Plenty of Opportunity for Career Advancement

If you work within the hotel industry, there will be multiple opportunities to advance your career,
particularly with larger hotel chains.

For most companies, internal transfers are always preferable to hiring an outsider who is not
familiar with the company culture, and many hotel chains actively encourage their employees to
consider positions in other departments that are outside of their field of expertise.

Quick promotions to executive management and regional posts are not uncommon.
4. Bonuses Abound

On top of competitive wages, a number of hotels, particularly larger hotels, boast bonus
programs that are designed to supplement a hotel manager’s annual salary. In most cases,
bonuses will be based upon meeting annual revenue goals and/or customer service scores, in
addition to personal goals.

It is not uncommon for such bonuses to equal 25-30% of a hotel manager’s annual salary.

5. Mobility is Unparalleled

If you are the kind of person who loves to travel or get bored staying in one place too long,
you’ll be delighted to learn that one of the biggest benefits of working as a hotel manager is the
mobility it affords you.

If you work for a company that owns multiple hotels in the U.S. or internationally, then you can
request a transfer to a different hotel every couple of years. It is a common practice in the hotel
industry, and there are not many other careers that offer this type of flexibility and mobility.

6. Entry-level Job Opportunities Aren’t Difficult to Get

It’s an age-old conundrum that many college graduates face: you can’t get a job unless you have
experience, but you can’t get experience unless you have a job.

Unlike other industries who demand years of work experience to even obtain an entry level job,
the hotel management and hospitality industry offers a wide variety of career opportunities for
inexperienced persons who have the right type of training.

The hospitality industry tends to value an outgoing personality, dedication to excellent customer
service, and a strong work ethic over experience.

7. There’s Free Food

Don’t laugh – it’s true! At first thought, this might seem like a strange perk to becoming a hotel
manager, but take a moment and think about how much money you spend each week on
groceries and eating out. The numbers begin to add up.

Almost all hotels offer free or reduced price food for their management staff, and you can save a
considerable amount of money on food over the course of a year.

8. You get to Enjoy Free or Discounted Travel

Most hotel chains offer generous discounts or free rooms to their staff when they are traveling.
There are some that will also extend a “friends and family” rate to those who are traveling with
you.
It’s not uncommon for free additional perks, like a massage or reservations to a well-known
restaurant, to also be provided. Over the course of your vacation or travel, these savings can
amount to hundreds, if not thousands of dollars.

9. The Job Satisfaction is Tangible

There are only a handful of careers that allow a person to tangibly experience job satisfaction,
and hotel management is one of them. The gratitude and thanks that satisfied guests offer give
purpose to your work, and there are few things that compare to helping a genuinely desperate
guest who is in a bind.

10. Your Work Environment Won’t Be Boring

In the hotel management industry, you will often be afforded the opportunity to meet all types of
interesting people – ranging from famous actors and athletes to professional organizations and
clubs.

One of the best perks of working in the hotel business is that your daily work environment is
constantly changing and evolving, and there will almost always be something new and exciting
going on.

11. Flexibility of positions

When it comes to temporary hospitality positions, there is a great deal of flexibility with regards
to your working hours. This can be a particularly appealing option if you are simply looking for
summer work; perhaps as a student over the holidays, looking for an extra bit of cash over the
sunnier months, or to supplement your main job on a short-term basis. Being able to pick and
choose your hours (this tends to be more common when it comes to positions as waiting staff) is
a definite bonus when it comes to this industry.

Furthermore, with so many students and young professionals having to either take on additional
work or seek out a suitable online loan, being able to work at your convenience is a large bonus.
Furthermore, a temporary role is the ideal alternative to payday loans; being able to work for the
money required without having to put oneself in debt.

12. An ever-changing job

A huge benefit of working in the hospitality industry is that you can expect no two days to ever
be completely the same whilst working in almost any role. This makes a position in this sector
particularly exciting, as you are likely to always be kept on your feet, often working in a fast-
paced environment, but you are rewarded by the fact that it always remains interesting and
dynamic.
13. The chance to travel

If you have the travel bug, then a role in hospitality could be exactly what you are looking for.
Many roles involve travelling around the globe (think cruises or those who work at travel
advising companies), meaning you may get the chance to explore the globe whilst getting paid to
do so, as well having the opportunity to see and experience numerous new cultures, experience
new food and drink as well as enjoying new experiences, which is an ideal combination if you
like the thought of working abroad.

14. Career progression opportunities

One thing most of us look for when deciding on a sector to work in is how good the potential is
to progress over time. Luckily, as the hospitality industry is increasing, this means that the
chance to work your way up the work ladder is both very feasible and very likely, given time.

15. Opportunities to meet people

On the whole, working in the hospitality industry is by its very nature, extremely sociable. One
of the fundamental aspects of most positions in the sector involve maintaining excellent
customer service and a strong rapport with everyone. This means that you will regularly be
interacting with customers who are from all over the world, making the entire job experience
varied and fun, and if you are a people person, consistently meeting and connecting with clients
and customers can be a very rewarding and fulfilling experience

16. Working as part of a large team

It is common for jobs in hospitality to involve working as part of a much larger team. This can
alleviate some pressure, as it is much more likely that there will be people among your
workforce that you click with, making the experience even better, and potentially making some
lifelong friends in the process too.

Additionally, many roles in the hospitality industry do not tend to involve your typical 9-5 work
in an office style environment, which can be perfect for you if this doesn’t appeal to you.

17. Efficiency-oriented solutions

In today’s fast-paced hospitality landscape hotel daily operations and processes are getting more
complicated within the hotel workflow and often take too much time to complete. Hotel property
management systems can automate them, creating opportunities for the stuff to better serve their
guests and visitors. Implementing a hotel property management solution helps to do a great part
of the work and in some cases decrease or eliminate time spent on time-consuming tasks and
operations, allowing hoteliers to focus on the bigger picture.
18. Transparency-based communication

Transparency-based communication between different hotel departments is highly essential.

They need to work in sync to serve guests optimally. A property management system provides
scope for easy and clear communication between all departments, ensures that they all are
functioning effectively and efficiently, saving time and offering guests and visitors an improved
and more personalized experience.

19. Sophisticated revenue tactics

Property management solutions allow hoteliers to implement effective data-driven revenue

management strategies, requiring the tracking of key performance indicators (KPIs). Tracking
indicators such as average daily rate (ADR), revenue per available room (REVPAR) and gross
operating profit per available room (GOPPAR) help hoteliers have a more effective revenue
strategy. Moreover, actionable performance data and reports allow them to assess and compare
performance over time, helping them make better business-mix decisions and generate more
revenue.

20. Real-time monitoring

If your hotel business operates year-round, requires a 24-hour commitment or you’re a hotelier
striving to better control your businesses, property management systems provide great
possibilities of flexible remote access from anywhere and at any time. That means a hotel owner
or manager can monitor the status of each booking, adjust or change rates, review performance
results whenever and wherever.

Bad effects of hotel industry

Guest

1. If there is a power failure while making a reservation, all the information has to be given again

2. If there is a power cut while there is a check-in or check-out, the guest need to wait for full
server start up, which make him angry.

Staff

1. If one staff mistypes the information than the guest might get angry

2. If there is a power failure, while making a reservation than the staff must redo the whole
reservation.

3. When night auditing is being done all other user's must be logged off
4. If there is a virus attack the stored information can be corrupt and the wrong information may
be given to the guest which might make him angry.

Hotel

1. All the staff needs to be trained on the software

2. The software needs to be renewed each year

3. High risk of virus attack as the systems are connected to the internet most of the time

4. If there is a virus attack the stored information might get corrupt

5. If there is a power failure, the hotel runs a high risk of losing all the stored information

6. If night auditing is missed one day there might be a distraction the next day.

7. Most cities / countries do not have local support. Support is possible via online only and
sometimes it takes time.

Customer service processes

Customer service is top priority in any business and increasingly so in today’s competitive
climate. The good news for hotels is that, by their very nature, they are in a unique position to
continually redefine what true customer service is.

Here’s a look at 11 ways this can be achieved.

1. Measure customer satisfaction and engagement

Do you know how your guests really feel about you? Fortunately, technology is making it easier
than ever to get real-time feedback with website and smart phone surveys as well as social
media listening tools to actively monitor what people are saying about your brand online.

2. Educate, encourage and use incentives to help employees deliver on service

Employees are the front line ambassadors of your brand. As such, they need to be empowered to
deliver on customer service promises at every level. At the Ritz-Carlton, for example, employees
are entrusted with an allowance of $2,000 to provide exceptional service< for a guest.

3. Differentiate your hotel from the competition

To differentiate yourself from the competition, think in unique travel experience terms. From
Wi-Fi-enabled lobby lounges to off-site adventures, to restaurants incorporating local cuisines
and produce – hotels that differentiate their offerings are poised to capture a greater market
share.

4. Know your customer base

Today’s travel market is diverse, encompassing everything from baby boomers to socially-
minded millennials to wealthy leisure travellers. The more you understand your target market
and the emotional experiences they seek, the better you can tailor your products and offerings to
serve them.

5. Integrate your operations processes into your customer marketing strategies

Today’s consumers are expecting ever-greater levels of speed and efficiency. As such, consider
incorporating your operations processes into your marketing strategies, such as self-serve
kiosks that save time at check-in or online booking systems that allow customers to digitally
view and select their rooms.

6. Understand that customer satisfaction is based on loyalty, identity, values, and

relationships

To build loyalty, a hotel’s offerings must be aligned with their guests’ core values and beliefs.
For example, 77% of millennials believe it’s important that their money goes towards making the
world a better place, a finding which has important implications for hotels catering to this fastest
growing travel market segment.

7. Solve problems quickly and turn complainers into advocates

As more customers turn to social media channels to voice their complaints, hotels must offer
fast, courteous and transparent responses across all channels. By learning the art of great social
service, you have the power to turn unhappy customers into your very own brand ambassadors.

8. Listen to your guests; change their attitudes and fix their problems

‘The customer is always right’ has never been truer than in our age – the age of the Internet.
With the ability of a single tweet, post or review from an unhappy customer to reach thousands,
it’s your responsibility to listen to customers and make things right. Statistics show hotels that
exceed their customer experience scores by 10% exceed $1 billion in aggregate revenue.

9. Improve your supplier relationships and hold them to your standards

Savvy businesses know that excellent relationships along their entire supply chain are essential
to their success. As such, treat your suppliers with the same courtesy and respect that you grant
your customers, and make sure they know you expect the same level of service from them.
10. Personalise your service to meet your guests’ needs

Want guests to remember you? Offer the personal touch that will stick out in people’s minds.
Greeting your guests by name, offering personalised recommendations and treating guests
to services above and beyond the normwill help you leave a lasting impression.

11. Exceed expectations and treat guests as you would a guest in your own home

When a guest stays with you, they are entrusting you with their care and well-being. As such,
strive to exceed expectations at all times and, in turn, they will reward you with their loyalty and
free word-of-mouth marketing through their networks.

Customer service, especially during the busy season, is crucial to the success of any
hotel. Today there are more ways than ever to attract guests, however it is essential that hoteliers
don’t lose sight of customer service best practices. We’ve compiled the following 8 proven
practices that are sure to help your staff woo and retain guests.

1) Focus on face time. While a strong digital online presence is often what makes the first
impression on customers, it’s face-to-face communication that guests value the most once they
check-in. A warm welcome, enhanced by personal connections throughout their stay, will remain
with your guests long after they depart your property.

2) Keep your staff happy. A happy (and educated) staff translates into happy guests. So,
hoteliers should make a concerted effort to continually educate their staff about the importance
of customer service and empower (and reward) them as they achieve customer satisfaction goals.
Some hotel brands make the education process fun by using gamification techniques that truly
engage employees in the training process. Whatever the approach, invest in the development of
your staff. As Bill Marriott once said, “take good care of your people and they’ll take care of the
customer; and the customer will return.”

3) Know your customer. Are the majority of your guests traveling for leisure or business? What
are their preferences? Hoteliers have a myriad of tools at their disposal, including online surveys
and more sophisticated tracking tools that help gauge customer habits. Use these tools to keep
“on trend” with your guests in order to achieve optimal customer satisfaction.

4) Create a “wow” factor. What sets your property apart? Give guests the visual “fodder” that
they will want to post and share on their social media channels! Invest in some eye-catching
artwork for your property or host themed social hours in your lobby. In essence, provide that
“wow” factor that will resonate with guests and leave them wanting to share their cool
experience with others.
5) Go above and beyond expectations. Today’s guests have elevated expectations, so hoteliers
must continually look for ways to elevate the customer service experience. Take the customer’s
experience to the next level by providing unexpected touches and amenities not already being
offered by your competitors. If your competitor is offering a free breakfast buffet, why not up the
ante by offering up complimentary room service for an extended stay or something else truly
unique and of value to your customer base?

6) Address guest input quickly. When it comes to customer satisfaction, timeliness is key!
Bottom line, by addressing guests quickly, a hotel will have less complaints. A quick turnaround
on everything from a request for an extra pillow, to a response to a TripAdvisor complaint, can
make all the difference when it comes to keeping customers happy.

7) Keep the dialogue going. Don’t check-out when your guests leave. Online platforms give
hoteliers the ability to proactively reach out to guests to get feedback about their stay and keep
them in-the-loop on hotel news and happenings that will entice them to return.

8) Learn from the best. Big and small hotel brands alike can learn from the best practices of
others. Take Westin, for example, whose focus remains on the fact that their hotel’s primary
product offering is a good night’s sleep. As such, they upgraded their standard beds to the Westin
Heavenly Bed® and immediately saw an incredible customer response. Monitor the best
practices of hotel industry peers… and adapt their programs into best practices of your own!