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UBS study: «Prices and Earnings» 2009

New Media explored at Tourism Society event

First 100 Agents to register for ASTA’s IDE at THETRADESHOW receive complimentary Turkey tour

Economic downturn continues to weaken Tourism Industry in the USA

Universal Travel Group appoints new chief financial officer and audit committee chair

Michel Couturier of MCIntl becomes first allied member to earn Certified Destination Management Executive designation

Sharjah Chamber announces budget of AED 10 million for "Sharjah Ramadan Festival 2009"

Media One Hotel to offer 200 career opportunities across management and operations levels

Etihad Airways and American Airlines codeshare gains approval

New roles for Rydges Hotels and Resorts managers

Juhani Sotka appointed as area General Manager for Rayong and Koh Kood

Small Luxury Hotels of the World named ‘Hotel Brand Management Company of the Year’

Connections introduces new European itineraries in its 2010 Programme of Elegant River Cruises

Elegant Ireland spreads Irish pride to US travellers with comprehensive tourism website

NBTA enhances CSR Toolkit with emerging concepts

Family Travel Forum and Teen Ink partner to promote teen literacy

Denver International Airport plan to build solar project to power its fuel facility

Egyptian Tourism Group TRAVCO Acquires Steigenberger Hotels

Mobile Marketing, Distribution Is Here

Taj Debuts VivantaIn The Maldives

Cornell: Security Features Inconsistent

Hanley To Lead US Hotels Expansion

Supply Growth To Stifle U.S. RevPAR In 2010

Westin Launches Sleep Hot Line

Hotel Security: The Costly Errors

Demand Decline To End In Q2 2010—PKF

Booking Pace Is Accelerating

Video: Cosslett Discusses IHG's Second Half Outlook

More Americans Planning To Travel

Blackstone Denies Hilton Breakup Planned

Mexico Tourism Has Long-Term Strength

Caribbean Hotel Profits Hit Hard

U.S. Recovery Slow In Coming: STR

Hyatt To Go Public

Taj To Virgin Gorda For Caribbean Debut

Hotel Management Study finds safety and security features differ by location, age, and price of Hotel

American Express business travel launches new research practice

Travel industry embraces .travel and reaps the benefits

Visitbritain appoints Joss Croft as Regional Director for Europe

Stay green - guilt-free travel with Design Hotels

American Airlines continues its high-flying domestic expansion

Special promotions lined up to make Al Hamra Mall a focal point of Ramadan observance in Ras Al Khaimah

Movenpick Hotels & Resorts opens new Tala Bay property

Pink Sands Resort in The Bahamas announces Mark Kitchen as General Manager

Blanchard named CEO of deSter

Sandos Caracol welcomes guests to revitalized eco property with launch of free eco tours

The Sandalwood welcomes guests from Middle East

New Executive Chef brings world of experience to Movenpick Hotel Saigon

Bid to capitalise on tourism marketing power of Thai cuisine

Outrigger in Asia announces two senior appointments

New Distribution Management Tool connects directly to expedia

NBTA Technology Committee releases new online booking tool

ARINC supports the opening of Cairo Terminal 3 with 14 advanced airport systems installed and running

Crown Prince of Brunei launches new tourist attraction

Video: Recovery 18 Months Away, Preferred Hotels CEO Believes

Dusit, Bird Group Expand In India

World's Most Expensive Hotel Suites 2009

Usher's Pricey Passion For Fashion

Will A Whisky Ban Hurt Scotland?

Zebra-Print Ponyskin Clutch, Handbag of the Day

Hotel Beds Go On Sale

Lindsay Lohan Robbed In Hollywood

Johnnie Walker Black Label 100th Anniversary Bottle

Georgian In San Francisco, Estate of the Day

Vacheron Constantin Malte Moon Phase Power-Reserve Watch

The Bentley Continental Supersports Makes Algae Go Really, Really Fast

Spielberg Spotted at OPTYX by gruen in the Hamptons

Will Dubai Drivers Wear Gucci Seatbelts?

Keyshawn Johnson's Big Home Improvement Bills

Conde Nast Traveler's "Gold List"

Marni Alpaca Tote, Handbag of the Day

Your Own Private Beach Cabana

Argentina Puts Wine On Ice

Moving Up In The Hollywood Hills, Estate of the Day

Is Apple Fifth Avenue's Top Destination Retailer?

Kenny Chesney's New Fashion Line

Gresso Gets into the Race with Carbon-Fiber Grand Monaco

Citroen Releases New Premium DS3

Bonhams To Hold Big Sales At The Venetian In Las Vegas

King Fahd International Airport managed sees 7% traffic growth

New Gulf Air Chief Executive officially announces review to define airline’s future business model

Religious tourism in KSA expected to generate USD 7 billion in annual revenues, stimulate overall growth of tourism sector

Live the life of luxury in Dubai’s designer hotels

Steve Jones accepts role of General Manager at the Cotswold Water Park Four Pillars Hotel

New business network partner joins Etihad Guest loyalty programme

Adventura launches new website to support re-Brand

New winter schedule offers greater flight frequencies

Emerald Point Marina remains open despite low lake levels

Cornell's School of Hotel Administration partners with HVS on South American Hotel & Tourism Investment Conference

Maserati Releases New GranCabrio Ahead of Frankfurt Show

Perrelet Watch Event At The Lussori Store In Carmel-By-The-Sea, CA

WTTC launches 'Call for Entries' for 2010 Tourism for Tomorrow Awards

Travel Daily News to launch online business TV service courtesy of yBC.tv

Pegasus Solutions launches industry data reports

NBTA Convention will result in economic impact of $330 million over five years

Virgin Atlantic becomes first airline to implement joint e-ticketing with Eurostar

Sandals Resorts purchases Four Seasons In Great Exuma

Abu Dhabi Airports Company honours summer student ambassadors

Four Star, Five Star, Does It Matter?

Luxe Links Around The Web, 08/26/09

Christie's To Store Fine Art In Brooklyn

Scott Storch Finally Loses His Miami Home

Absolut Chooses The Flavor Of Boston

Anybody want a X-Bow? Track Toys Sitting Unsold at Austrian Factory

Lexus Scrambles to Meet Demand for New Luxury Hybrids

$600,000 Violin left in NYC Taxi-Cab Returned to Korean Prodigy

Marni Pierced Wool Bag, Handbag of the Day

A Spa a Man Can Love?

Meet HENK, the $20,000 Suitcase

Isleview Place, Estate of the Day

Ernst Benz Chronoscope Limited Edition Watch For John Varvatos

Diamond Jewelry Rentals For Thrifty Brides

Sandals Picks Up A Four Seasons Resort

Green Awareness Up, But Travelers Unwilling To Pay Extra

Ancona Launches New Flagship ISA 120 Megayacht

Chocolate High Tea in Cape Town

Luxist Drives the 2009 Mercedes-Benz G550, and it Makes Us Glucklich

Bovet Trilogy Three-In-One Watch For Only Watch 2009

The Aston Martin One-77 has Overdosed on Low and Mean

Chinese travellers’ love to surf the ‘Net

Singapore concluded new Open Skies Agreement

Corporate Travel Professionals gather in San Diego to discuss industry advancement

Singapore chosen as host to new chanel concept boutique

Utell® Hotels & Resorts Sees a Further 35% Increase in Number of Hotels Accepted into Global Corporate Travel Programs

Liverpool awarded key green business tourism award

Rotana Opens the Al Marwa Rayhaan in Saudi Arabia

Travel Indochina nominated for Responsible Tourism Awards 2009

New appointment at Sunset Resorts Jamaica

American Airlines Admirals Club Lounge continues 70th birthday celebration

Egencia introduces powerful new package of solutions

Mary J. Blige and Gucci Partner On Charity Watch

Mini Celebrates 50th Anniversary with Coupe Concept

New York City's Skinniest House On The Market

Usain Bolt Shops for a Ferrari

TechArt Offers New Enhancements for the Porsche Cayman & Boxster

Valentino Paillette-Embellished Tote, Handbag of the Day

Whisky Collection Of Over 3,000 Bottles To Go Up For Auction

Top Class Turboprop: The Daher-Socata TBM 850

The Television Easel from Restoration Hardware

Franc Vila Fva15 Column Regulator Automatic Watch

Royal Plaza On Scotts Creates Bread Racer

The Spelling Manor Listing Goes Live

Emanuel Ungaro 'Very Hot' Clutch, Handbag of the Day

What Is The Most Expensive Zip Code?

The World's Most Stylish Yachts Set Sail for Sardinia

Converse and Comme des Garcons Debut Chuck Taylors

Montauk Modern, Estate of the Day

Chopard To Provide Special Watches For Libyan Leader Gaddafi's 40th Anniversay On 'Throne'

Loew's Santa Monica Eco-friendly Spa has Soothing Rewards for Guests and Locals

Christopher Guy Coming to Beverly Hills

Review: 2009 Cadillac Escalade Hybrid Platinum Edition

Fine French Restaurant In Toronto Shutting Down

Financial Times To Bring Its Luxury Magazine To The U.S.

Val Kilmer No Longer Selling In New Mexico

Large Jewelry Store Robbery In Laguna Beach

Gucci 'Journal' Evening Bag, Handbag of the Day

Port of Barcelona Gin by Esmeralda Distillery

Porsche Tuners Line Up to Take their Turn at the Panamera

Africa Travel Association announces renewed partnership with World Religious Travel Association

CSR and sustainability in the tourism supply chain

American travelers more familiar with 'green travel' but unwilling to pay more to support it

Portugal announced as ESNEP 2010 destination

Air Europa introduces new routes

Alain Pittet appointed as Regional Managing Director of Congrex Switzerland and Germany

Verdanza Hotel to debut in December

Royal Caribbean International, Celebrity Cruises and Azamara Cruises announce Environmental and Innovative Ship of the Year Awards

Dr. Bender: Frankfurt Airport’s expansion creates growth and jobs

British Airways celebrates 90th anniversary

Park Plaza Westminster Bridge London redefines "Flexible" Meeting Space

BR Online Travel selects XYKA for building its next generation Travel Automation System

Platinum selling pop artist to perform at the grand opening of Chic New Lifestyle Hotel

TAM signs 10 year IT partnership with Amadeus

Frans George Richardson name commissioner of tourism for Dutch St. Maarten

Amadeus unveils website focused on business travel IT solutions and consulting services for North America

Ethiopian Airlines Journeys partners with Redskins Radio Network

Ypartnership appointed agency of record for Select Registry

Europe Shrugs Off Recession In July

Gold Key Awards Finalists Announced

Michael Kors Skorpios Hobo, Handbag of the Day

A Celebrity Yard Sale Goes Country

Skyjet and Ultimate Escapes Make Perfect Combo

Guam's Push To Attract More Tourists

Brian Bosworth in Malibu, Estate of the Day

Louis Vuitton Ladies Tambour Diver Watch

Montana Sapphires To Be Auctioned Off For Special Olympics

Open Table's Top Restaurants With A View

Sunday Real Estate Round-Up, 08/30/09

Linde Werdelin Watches Present The "Test Set" For The Biformeter Curious

Swiss Tuner Sportec Squeezes 400 Horsepower out of the Audi TT RS

Domaine De Luxe, Luxury Rentals In Europe

Rare Galileo Text Up For Auction

Groucho Marx Estate, Estate of the Day

Movado Artists' Series Limited Edition Kenny Scharf Watches

Keith Haring Domino Set by Vilac

The Estate Sale Of Elizabeth Colyear Vincent

Billionaire Auctions Wine For A Good Cause

Trump Continues To Fight Angry Scots

Cheese Heir Gets Estate Back From Young Hedge Funder

Kim Kardashian To Be the Newest Celebrity Scent Seller

Gunmetal Zuma Satchel, Handbag of the Day

Presenting The New Ferrari 458 Italia in all its Glory

Pre- David Yurman Belt for Raffle, Luxist Exclusive

BMW Z4 Gets a V10 Heart Transplant Courtesy of Manhart Racing

Post Falls Contemporary, Estate of the Day

Peter Speake-Marin 1in20 QP Limited Edition Watch

Designer Dreams Up Concept Fila Ferrari Shoes

9ff Announces Limited Run of GT9-R Convertibles for the UAE

Holland & Holland by Overfinch: The World's Most Luxurious Range Rover

Maui Prince Hotel Facing Foreclosure

Betting On The Next Ferrari Model's First Crash

Ramsay Proteges Fare Better Than Ramsay In London Restaurant Survey

Banking On The Bellagio Brand

Lexus Celebrates Twenty Years of Luxury Automobiles

Major Charlotte Construction Project Stalled

Russian Polonsky Eating His Words

Britain’s great res-cape

The world of ambiguous airports

Trafalgar Square top of tourist trail for foreign travellers

Phuket luxury villa transactions THB 3.5b. in H1 2009

Regal expands in China with 5-Star deal in Shandong

Etihad to open new premium lounge at London Heathrow

Celebrity Cruises introduces 'Celebrity Select' flexible dining option

TRAVCO Group International Holding acquires Steigenberger Hotels AG

Premier Holidays’ magix quarter

YooTravel becoming top budget travel site in UK

Hotel Indigo opens property in Durham, NC

Exclusive offer for Air Miles members at Abela this Ramadan

ARTA and ARTA Canada meet with United Airlines

Greece seeks investors for 1 bln eur Crete airport

Fairmont Hotels raise funds for California “Save our Parks” campaign

Wizz Air rescues SkyEurope passengers

Celebrate Oktoberfest in... Prague

Warner Leisure Hotels lays foundations for expansion

Alvear Palace Owners To Expand 'Brand'

Vietnam’s Visionaries: Indochina Land

Are You Prepared?

W Hotels Unveils the Future of Luxury Suites

Daring Diners: British travellers favour local fare over ‘Full English’

Zambezi Airlines signs content agreement with Travelport GDS

RCI Research Measures UntappedTimeshare Resort Supply, Demand

Heffner Performance Lamborghini Murcielago Twin-Turbo

QLOCKTWO Spells the Time

Luxury Golf Cart Seating Provides A Cushy Ride

A Boomlet For Miami's Struggling Condo Market?

Salvatore Ferragamo Mini Vara Capra Shoulder Bag, Handbag of the Day

QLOCKTWO Spells the Time

Heffner Performance Lamborghini Murcielago Twin-Turbo

The Classicist: Cruise like J.P. Morgan in the Corsair Nero for $105 Million

Learn to Ski or Board in North Lake Tahoe this Winter

Lotus Welcomes new CEO with new Special Editions

Hotels.com reveals literary faux pas for holidays

PhoCusWright projects 17% Asia Pacific online travel growth

Travellers optimistic about 2010 holiday plans

BU Professor elected as youngest member of International Tourism Academy

OMA and NH Hoteles open new hotel in the Mexico City International Airport

Business "booming" as gay travel moves into Brighton

Astudo Hotel & Resort Group's innovative campaign

Vi-Spring beds specified on-board Princess Yachts

Air France to offer employees a voluntary redundancy plan

Tropical Sky expands down under - With tours and holidays to Australia

Agoda and Frasers Hospitality Pte Ltd announce online partnership

LAN remodels Mistral VIP Lounge in Santiago

Fairmont Le Chateau Montebello opens new conference / meeting facility

ZUJI Australia removes online travel booking fees

Focus Hotels appoints Travel PR Specialists Bacall Associates

Brazilians ready to explore the Cape

Pegasus Airlines’ new-look website flypgs.com

Experient and CMC form strategic partnership

Jet2.com launches new Blackpool to Jersey link

Royal Caribbean International announces diverse retail lineup

Accor remains firmly committed to expansion in India

Aloft Dallas downtown opens in a revitalized former railroad depot

Expedia reinforces its commitment with its partners through the supplier summits

Air France KLM leads Dow Jones Sustainability Index Airline Sector

SWISS teams up with The Peninsula Hong Kong

Review: 2009 BMW 335d, Performance and Fuel Economy

Daymond John On The Future of Bling

$28 Million Superjet Made in Siberia

Accidental Destruction of Banksy Art

Messy Divorce Leads To Listing Of Kiddington Hall

Will A Beatles "Butcher Cover" Sell For A Price Set By John Lennon?

Sally Hershberger Intros Luxe Layers Hair Stying Gel

Keep in Tune with the Novitec Rosso Ferrari 599 GTB Fiorano

Alfa Romeo Says It's All in Your Jeans

Calling All Cognac Experts, Answer This Question

Get Used to Shorter Spa Treatments (for Now)

Valentino Buisson Rose Tote, Handbag of the Day

The Unique Collections Of Severin Wunderman Up For Auction

Vincent Van Gogh Dutch Caramel Vodka

A Hundred Years of Men's Style

St Pauls, Estate of the Day

Dior Christal Tourbillon Diamonds And Rubies Watch

Queen's Silver Jubilee Chess Set from Geoffrey Parker

Italian Crystal Lighting from Masiero

European hotel prices increase for the first time since May

Hotels.com loyalty study shows many programs fall short

Hurricane season peak day approaches

ACTA encourages Air Canada to continue recognition of the agencies value

NTA and IATO form partnership

Inaugural Gulf Air flight arrives in Baghdad

Air Miles unveils bonus air miles campaign

Barcelo Hotels & Resorts joins the Choice Privileges Rewards Program

Classic British Hotels implements RTSuite to manage online sales

Eight Hotels has launched Eight Residences

Etihad Holidays launches Eid breaks programme

Iceland Express increases its London schedule

Hotels.com partners with WeddingBook

Ryanair raises fee charges for check in bags and sports equipment

Cyprus Airways goes live with Mercator’s CRIS

Rin Grand Hotel, Bucharest : 250 rooms to be turned into office spaces

Quest Apartments to add $6m. a year to Mackay economy

Tourism Portfolio expands into Africa

Greys of London entered into a business partnership agreement with WEA

The ‘world’ of meetings and incentives choose to exhibit at EIBTM 2009

Mediterranean’s newest luxury resort Borgo Egnazia Hotel-Villas-Golf-Spa

The UK’s only LGBT travel publication goes quarterly

Warner Leisure Hotels is awarded four stars and rosettes by the AA

Four Seasons Launches Online Lifestyle Magazine

The Fashion Statement: Hoof It

Lexus Teases new LF-Ch Concept Hybrid Premium Hatchback for Franfurt Show

Robert Isabell Auction

Mercedes-Benz to Unveil Vision S 500 Plug-in Hybrid Concept in Frankfurt

Forbes' List of 'Billion Dollar Donors'

Au revoir, Cafe des Artistes

Leibovitz Deadline Passes, Nothing Happens

Unique Tax Changes for the Rich in Connecticut

Kirkland Ranch Winery Has A New Life As A Custom Crush Facility

McLaren Unveils All-New, All-Conquering MP4-12C Supercar

Stay At The Wynn, Play In The Sky

Mercedes' latest Flagship Supercar SLS AMG Appears Online Ahead of Frankfurt Debut

Madoff Yachts To Be Auctioned Off

BMW Catching up to Lexus in Luxury Car Sales

Fendi Peek-A-Boo Tote, Handbag of the Day

Leica Unveils Next Generation M9 & X1

Ritz-Carlton Atlanta Celebrates Its 25th With Redesigned Foyer, Lobby & Lounge

Mackage Opens First Retail Store, Chooses NYC

Dilling House, Estate of the Day

Airlines all over the globe post big ancillary revenue gains

?ow Americans plan to vacation this year

Airline on-time performance improved in July 2009

Off Piste and Avalanche Awareness Tour returns to the UK

Geotourism makes its mark on Portugal

New campaign to promote the Azores Islands

Disruptions and cancellations on the Jet Airways network

IHG opens its second hotel in Vietnam

Seven Barcelo Resorts in Mexico attain Green Globe Certification

St. Maarten attracts meetings & conferences

Harbour Hotel & Residence in Dubai joins Marriott International portfolio

ebookers.com launches innovative hotel functionality

Thomson launches excursions website

Air Arabia and Travco Group to launch new low cost carrier in Egypt

Corporate travel leaders gather in Canberra

TUI Travel chief in hot seat at WTM

The Siegel Group acquires distressed St. Tropez Hotel in Las Vegas

First delivery of luxury Phoenix CRJ

Moscow's Iconic Hotel National joins the Luxury Collection Hotels & Resorts

South african airports get set for FIFA World Cup 2010

Vacation.com honored with two travel weekly 2009 Magellan Awards

AVIAREPS appointed by CheapTickets.de

TCEB - Bring Thailand as the best exhibition destination of ASEAN

.travel heading to Las Vegas for THETRADESHOW

Istanbul Tourist Areas SafeDespite Flooding

Legal Battles Ahead For Starwood Capital

Spain Suffers More Than European Neighbors

IHG Launches Price Optimization Module

Betsey Johnson To Design Plaza Suite

Ally Sheedy Lists Her New York Apartment

Dubai Launches New Luxury Metro, Seeks Riders

The Search For Missing Moon Rocks

Is It The End For Dubai's World?

The Fashion Statement: The Crop of the Season

Maltese Falcon Wins Perini Navi Cup

South Africa's "King Of Teaze" Puts Home Up For Auction

Thom Browne's Attache Case from Samsonite, Handbag of the Day

Marc Newson's Pricey Outerwear

PACT Luxury Makes You Feel Good

The Fashion Statement: Crotch Watching

Price Collier Estate, Estate of the Day

Blancpain 500 Fathoms Releasable Version Watch Gets Shown

The 1980s Redux at LAN Club in Shanghai

Mercedes-Benz Celebrates Fashion & Car Design

The Classicist: At the Fairmont Algonquin

The Fashion Statement: What is one Luxury You Won't Give Up?

Nikki Beach Turks and Caicos Closes

The Fashion Statement: Vivienne Tam's Digital Designs

Guardia de Corps first member centre in Spain to join HCCE

Kuoni reveals new India, Nepal, Bhutan and Tibet brochure

High school algebra teacher simplifies airline luggage equation

IHG names Alvaro Diago as COO of merged Latin American and Caribbean region

Strategic alliance between The Gilman Group and K2 Global Communications

Datalex continues to deliver business flexibility to aerlingus.com

Kingley announce launch of Travel Press Awards

Rydges Hotels and Resorts Cairns partners with Cairns Fertility Centre

Wizz Air increases frequencies from Cluj-Napoca

bmi wins Best Short Haul Leisure Airline in Conde Nast Readers’ Travel Awards

Event organisations line up to champion industry priorities

Continental Airlines; New benefits to OnePass Program

2009 World Tourism Award honorees

Jet2.com launches new route to Madeira for summer 2010

Travel & Tourism: The Day After - “Turning Crisis into Growth”

Hotel Indigo unveils first LEED Gold Property in Athens, Georgia

ZUJI awarded 5 Stars for medical insurance

A new guide to airline e-services

STR forecast: Projections hold steady

NH Hoteles, Hesperia To Merge

Vail Resorts Names Paul Toner Hospitality Chief 

Corinthia Hotels Details Ongoing Initiatives

ILFC: U.S. Lender Sentinment Cautious

Dinner In The Sky Takes Paris

Art Dealer Sells at Top of Bubble, Then Does Something Strange

Bottega Veneta Twisted Karung Bag, Handbag of the Day

Orbita Avanti 8 Watch Winder Cabinet

New Cocktails from Ketel One

Frank Sinatra Wine Launches

Cameron Mathison In New York City, Estate of the Day

David Yurman Joins The iPhone App Crowd

"Road Show" Package at Litchfield Hill's Rock Hall

The Fashion Statement: Shop Like Europeans

New Art Is Emotional, Old Is Intellectual, According to New Study

Bugatti Unveils Galibier Concept Sedan at Exclusive Owners Event

Hotels are the new terror target, says report by STRATFOR

Business Travel is a key driver of revenue generation

U.S. Pipeline Shrinks 2.5% Since July

Study Reveals ROI Of Business Travel

The Fashion Statement: Bryant Park Tents, the Spectacle

Fashion Week - Elie Tahari Spring 2010

Welcome Bruce Willis to the Neighborhood

First Annual Ferrari Hamptons Rally This Weekend

Art Market Turning? Autumn to Confirm or Deny

Yves Saint Laurent's Moroccan Hideaway Up For Sale

Another Real Housewife In Real Estate Trouble

1938 Auto Union Type D and Others Fail to Sell at Bonhams

Everest Gigayacht Offers to Beat Abramovich by 100 Ft.

Big Robbery At London's Graff Jewelers

Suzanne Somers Drops The Price In Palm Springs Again

New Law to Prevent Gallery Auctions in New York

Boston's Yacht Haven Up For Auction

Maltese Falcon Reportedly Sold for $100 Million

Wine Thieves Walk Off With Pricey Bottle

Michael Broadbent Sues Over Billionaire's Vinegar

Swiss Watch Sales Plummet Q1 2009

Maltese Falcon Superyacht Gets a $40 Million Price Cut

Jay Leno Reportedly Orders the $2 Million Bertone Mantide

Half-Finished London Hotel Project Goes Into Receivership

In an Art Slump, Graffiti is Free

Florida Condo And Homeowner Associations Filing Chapter 11 As A Last Resort

Hawaii, Land Of The Millionaires?

Kate Moss to Sign $80 Million Deal with Simon Cowell

Is Escada Facing The End?

Win Sally Hershberger Hair Care Or A Free Haircut

Revisiting Chateau Du Lac, Estate of the Day

A. Lange & Sohne Datograph Perpetual Grey Dial Watch

The Deep Luxury of Simplicity at Hacienda San Lucas in Honduras

Stars Design Jewelry For Good Causes

Strong relationship between a company's investment in business travel and its profitability

Are Brits really too polite to complain?

Irish hotel prices drop 26% - steepest fall of all major European countries

Business Events in Tasmania up 33%

Fiji’s international visitor arrivals surge in July

NCL to convert to all-electronic cruise documents

Singapore Changi Airport welcomes Kingfisher Airlines

Results for Prague consistently gloomy

Sheraton Hanoi Hotel ranked one of the top 10 best conference hotel for Asia

JetBlue and Lufthansa to begin codeshare operations

Emirates and V Australia announce code share agreement

DIA sets record for busiest month

IAC bolsters fleet of private jets

A solid month of expansion for Pullman in Asia

BAE Systems and Quest International UK set new cabin air standards

Responsible travel workshop in Crete

100th cadet pilot joins Etihad flying programme

Flybe announces even more routes for early summer 2010

Lufthansa Technik extends component support for Wizz Air

5-Year U.S. RevPAR Forecast Signals 2011 Upturn

U.S. Demand & RevPAR, Past & Future

Hawaii Fairmont Taken Over By Lender

Vegas' CityCenter3 Months From Opening

W Appoints Music Director



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Are You Prepared?

Are You Prepared? Swine flu is expected to return with a vengeance this winter. Readiness can have long-term impact on business—positive or negative. -- Hotels, 9/1/2009 With so much time these days spent on driving revenue and controlling costs, how well prepared are hoteliers to best handle staff and guests should the H1N1 "swine flu" virus invade their hotels? One need only look at how hoteliers in Mexico suffered earlier this year when the outbreak first took hold there. Even though many of the country's great resort destinations were not affected by the virus, perception was enough to destroy business for two months. During the winter ahead, health experts say the H1N1 virus could mutate and become even more severe. In the United States, officials say 20% to 40% of Americans could become ill from swine flu over the next two years, and expectations are similar in other parts of the world. By mid-July in Argentina (the Southern Hemisphere's winter), the death toll from the swine flu pandemic reached 137, causing many travelers to cancel trips and leading to travel- and tourism-related revenue losses estimated at US$150 million weekly. It looks increasingly likely that, at some point, hoteliers will face staff or guests who either contract the virus while on site or come to the property while stricken with the virus. As a result, hoteliers must be vigilant in protecting their staff and guests, as well as be prepared to face the media. The purpose of this report is to provide information and ideas on what hoteliers can do to prepare for the potential impact of this pandemic. This is not an all-inclusive report, however, and hoteliers should consult with their local health authorities or hotel associations for the best advice. Taking A Leadership Role Based on the reticence of most hotel companies to respond to interview requests for this report, one is left wondering how well prepared hotels are to handle an outbreak of swine flu. While most hoteliers have shied away from talking about it, a handful of hotel companies did step up to offer some guidance and industry leadership. "We have chosen to address this from a leadership and reputation standpoint," says Peter Shaindlin, chief operating officer of Halekulani Corp., which, among others, runs the famed Halekulani on Waikiki Beach in Honolulu. "Our operations procedures become a reflection of that approach. People have high expectations from us in what we deliver in a positive sense. If there is an emergency, they will have an equal level of expectancy in terms of the quality and attentiveness in how we address a crisis like this." Shaindlin says guests will look to whoever is a leader to assess the profundity and tone of the situation, and will react accordingly. "We want to minimize fear with education and information—it is about overt transparency, as when you try to minimize or dismiss something, it only becomes worse," Shaindlin says. "We need great communications protocols which suggest an immediacy of information. What we know we share, and we do so openly and accurately. We should talk to them before they even ask, and this goes to two groups—our guests and staff. It is our house, and we should be ready with a response that is straightforward, non-political and health-oriented." Communication Piece Proper communication to engage staff and guests, as well as to get ahead of any rumors or bad publicity (see sidebar on how to work with media) appears to be one of the most important aspects of any crisis management plan. "It is always about engaging in conversation, as opposed to interrogation. One can allay fears and instill trust through conversation," says Mathew Evins, whose New York City-based marketing communications and public relations firm counts the Halekulani, among other luxury hotels, as clients. "There should be no reason to be reactionary if proper guidelines, protocols and procedures are in place, which will define what to do and how to be proactive." Protocol at the Halekulani includes the funneling-up of any information, such as recognized flu symptoms in a guest or staff member, to a property-level executive, who then works closely with the corporate team to react appropriately. In fact, the Halekulani takes communication to another level with its "multidisciplinary swat team" (legal, medical, insurance), which regularly meets via conference call to keep up on any potential crisis situations. "Most companies silo these resources and no one knows what each other is doing," Shaindlin says. "We make a concerted effort otherwise." At the property level, staff at the Halekulani are trained to first answer questions from guests as best they can and then offer to find a manager to make sure they are comfortable with the response. "We shoot for the highest manager possible and try to get the general manager," says Shaindlin, adding that every shift has at least one staff member to handle multiple linguistic needs. "We want to exceed expectations with our response." At Dolce Hotels and Resorts, Montvale, New Jersey, General Counsel Sarah Woodfin Wynn has developed a companywide pandemic preparedness plan that includes a pandemic management team composed of individuals at the corporate and property levels across three functional groups: HR/workforce, supplier/technology and communication. Each team has specific responsibilities for managing issues that impact operations, as well as the health and safety of guests and employees. Dolce's plan provides for: frequent communication with staff, guests and vendors; liaising with local health authorities to manage things like notifying staff and guests should an outbreak occur; whether and how to screen staff and guests; active monitoring in each hotel; continued distribution of personal protective supplies; development of backup supply chains; and reinforcement of employee training for personal hygiene and best practices for sanitization. For AMResorts, Newtown Square, Pennsylvania, CEO Alex Zozaya says the first thing he communicated to reassure his team of 4,000 employees across Mexico is that everyone would be taken care of by private medical care should something happen to them. Official channels of communication were set up at AMResorts to avoid mixed messages. At the property level, guest communication comes through the concierge, butler or the executive committee. Staff also might use the in-house voice mail or television systems. In addition, AMResorts also has a communication policy for guests to immediately report any sickness. "In general, we need to be prepared to explain what standards and practices we have in place, including what brands we use to clean and where we buy our food and beverage products," Zozaya says. "We cannot deny or hide any situation, specifically in places where customers would go for information, like the reservation center or front desk. The better informed the employees are, the more confidence we can transmit to the guests." In a crisis, social media can be used as an effective tool to disseminate information—not fear mongering. The Halekulani has a protocol for this communication tool, and Merrie Spaeth, CEO of Spaeth Communications, Dallas, suggests using a forum like Twitter as an alert mechanism to drive people to a hotel Web site. She warns, however, that Twitter can encourage people to say whatever comes to mind. Be very careful with the message, she says, adding that it is probably best to get the "we care" message out right away and direct readers somewhere else for detailed information. Procedural Advice If someone contracts swine flu while on hotel property, what do you do? First, it usually requires notification of local health authorities and an assessment of the situation. Is the situation isolated? If another case does not manifest itself within five to seven days, chances are it is isolated, as the communicable phase tends to last about five days. However, if subsequent cases develop, appropriate disclosure is called for and additional screening might be the best course of action. Staff should be trained to look for the signs of sickness, and hoteliers should check with local health authorities for proper procedures and contract with a reliable medical organization to administer screening. The Halekulani has retained an infectious disease specialist and has direct, regular communications with a director of communicable diseases at a local hospital. "If the virus were to get widespread, we have access to medical supplies (Tamiflu or Relenza) and have established an appropriate par stock," Shaindlin says. If isolation is required, one hotel company in Europe has set up a plan wherein a guest would be housed at the end of a corridor and away from congested areas like meeting spaces, executive lounges and spas. It should also be in an area less frequented by team members, and disposable bags should be used for laundry or anything taken from the room. If a staff member is found to be contagious, he or she should be generally advised to report the illness, seek treatment and not to return to work until all of the symptoms have cleared. Zozaya says he asks stricken staff not to return for at least two weeks. Preventative Measures Of course, the best course of action is to be as proactive as possible to keep hotels clean and avoid the spread of disease. While high-quality surgical masks—if properly worn and disposed of—have some limited effectiveness, using hand sanitizer and cleaning with bleach is probably the overall best advice. First and foremost, Evins advises finding an infectious disease specialist to evaluate housekeeping protocols, sanitary procedures and quarantine protocols. In May, Dolce conducted refresher training for all housekeeping, food and beverage, and operations staff to ensure they followed specified practices for cleaning and sanitizing surfaces in guestrooms, public areas and food preparation areas. The Halekulani has been particularly vigilant in its kitchens and restaurants because there is so much physical handling of product. "It comes back to preventive things like washing hands, proper hygiene before coming to work and constant re-emphasis of those things," Shaindlin says. Shaindlin adds that the hotel's executive chef suggested using materials that require less handling by staff and customers. For example, intricate napkin folds that required seven touches have been replaced by a simple flat French fold. The Golden Tulip Val Monte, Berg en Dal, Netherlands, has placed "hygiene stations" in spots, where guests can use tissues to blow their noses and disinfectant to clean their hands. Also, extra rounds are being made by staff to clean door knobs, toilets and other frequently-touched surfaces, according to General Manager Steven Eijberts. AMResorts has increased the potency of the chemicals used to clean restaurants, bathrooms and guestrooms and increased the temperature of water used in dishwashers and in laundry. It also temporarily stopped its "green" program that gives guests the option of not changing sheets and towels daily. In addition, customary handshake greetings by staff were replaced with a bow and a hand placed over the heart. These measures have been scaled back, but Zozaya says they are at the ready to reinstitute if the outbreak escalates again. While business interruption insurance specifically addressing swine flu might be either impossible to find or afford, Shaindlin says the best way to address potential liability issues is with prevention and making sure standards, procedures and protocols are thorough and adhered to in an extremely proactive style well beyond the call of duty. Do everything possible for guests and staff to address their concerns. "When we say preventative, we mean it," Shaindlin says. "We are not fearful of litigation because we think we are able to execute properly." Direct comments to: jweinstein@reedbusiness.com A Dozen Talking Points Messages go out of alignment and face competing messages when there is an issue like swine flu, according to Merrie Spaeth, president and CEO of Spaeth Communications, Dallas, who was director of media relations in the White House during the Reagan administration and now consults with corporations, including hotel companies, on effective communication. She offers the following advice on how to influence what people hear, believe and remember in a crisis situation. Repeat good words that represent the soul and value of your brand and avoid bad words. Do not make any mistakes to avoid the risk of repeating and denying negative words as people pick up and repeat each other's words. Deliver words with passion and enthusiasm, and sound conversational and authentic. Remember your inspirational headlines and articulate them with passion, such as, "Your safety is our top concern." Rehearsal before need is paramount. Do not say "we have tried to take every precaution," because people will think this time it did not work. Stress transparency and timeliness and stay with the positive message, because if you do not have something else to say, you will say something wrong or nothing at all. Create a cascading message of safety, preparation, diligence and commitment to have the right thing to say should an incident occur. Do not say, "We don't respond to rumors," as that merely confirms that there are rumors. "No comment" fuels rumors. Say, "I haven't heard that and what I can tell you is that we are committed to your safety and you can count on us to keep you up-to-date." Get your online message out as soon as you have an inquiry. Respond immediately with an inspirational headline within the channel in which the query came to you, such as a blog, telephone call or TV inquiry. Say, "We are looking into this and will get back to you as soon as possible." Assign a time limit for the next response. Use visuals. Scrub down your kitchen, invite a TV crew, say the right things about cleanliness and hygiene and watch the TV lights bounce off the clean stainless steel, obliterating any negative verbal message. You cannot accomplish any of this and manage through a crisis effectively if it is not rehearsed first. Talkback » SUBMIT FEEDBACK May I suggest hotels and resorts ta.... Steve Paterson - 09/01/09 » MORE Related Content Topics Author Related Content By This Author There are no other articles written by this author. 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