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Four Seasons, Ritz-Carlton, Grand Hyatt take top 3 spots in brand survey.

New York (AirGuideBusiness - Business & Industry Features) - Mon, Nov 2, 2015 Four Seasons, Ritz-Carlton and Grand Hyatt took the top three spots in the Business Travel News 2015 Hotel Brand Survey's luxury satisfaction ranking. Four Seasons is back on top after placing second in 2014 behind Mandarin Oriental, which dropped out of this yearas survey entirely. Four Seasons is no stranger to first place though, having come in at No. 1 in 2013, 2011 and every year from 2006 to 2009. a[Corporate travelers] have fueled our success and expansion from the beginning,a said Four Seasons senior vice president of global sales Jonathan Sicroff. aCorporate travelers really appreciate and need our services. We try to get the basics right and try to make our facilities and locations appropriate for them.a The brand swept nearly every category rated by travel buyers, from quality of sales staff to overall price/value. It also received a higher overall score than last yearas victor. Sicroff attributes its success to recent introductions like beds with interchangeable soft, medium and firm mattress toppers and 15-minute room service for select menu items. Looking ahead, Four Seasons is areimagining the entire guest experience, from a physical aspect, to the bathrooms, to the public space a[bar] to interacting with travelers along their journey,a said Sicroff. A key piece of that initiative is Four Seasonsa mobile app, which was introduced in June and serves as an interface between guests and onsite service and delivery teams. The app enables guests to check in, check out, browse local recommendations, order room service, make spa or restaurant reservations, submit housekeeping requests and contact the concierge. aIt allows the traveler on the road to access any of the hotel services that they need,a Sicroff said. Four Seasons also is upgrading its Wi-Fi to offer one-click connection at a faster speed for an unlimited number of devices. Ritz-Carlton also is familiar with the top of the BTN survey. It finished No. 1 in the luxury segment in 2010 and has finished in the upper end since, taking second place this year and receiving the highest score for quality of data. aWe start with our top [corporate] customers that have global travel needs and work with them very strategically at a pretty high level,a said Ritz-Carlton vice president of sales John Harper. aWe ask specifically whatas going on, whatas trending in their world and what can we do to help accommodate them and work more closely together with them. How that information gets carried through the organization helps us make a pretty big difference in how we approach the segment.a Ritz-Carlton recently adopted a slight redesign of its brand logo, introducing a light blue background and more modern text, as part of a new brand voice geared at reaching a new generation of guests. The brand continues to see positive results from its rewards program and property renovations, as well as its mobile app, which allows guests to check in, check out and place service requests. aWeave been very committed to having an app and using mobility to help, not take away from, our legendary service,a Harper said. aWeare very surprised at how frequently customers are using it. We had an expectation, but itas exceeding that expectation.a The average overall score for the luxury tier this year topped last yearas, suggesting that travel buyers arenat as disenchanted with luxury as they had been in the recent past. Metrics for luxury hotels are also positive. From January through August, U.S. demand growth reached 0.9 percent, topping the periodas 0.4 percent supply growth. And August occupancy rose 0.5 percent year over year to 76.5 percent, according to STR. As for U.S. pipeline development, the luxury segment reported the largest year-over-year increase in rooms under contract during August 2015, rising 55.9 percent to 11,434 rooms, according to STR. It also saw a 63.5 percent year-over-year increase of rooms under construction, to 5,927 rooms.


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Publication:AirGuide Business
Date:Nov 2, 2015
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