logo

Drew Dutoit has been appointed General Manager at Perry Lane Hotel

Hospitality Net2 days ago

Perry Lane Hotel, a Luxury Collection Hotel proudly announces the appointment of Drew Dutoit as General Manager. A seasoned leader with over a decade of luxury hospitality experience and a highly successful tenure as Perry Lane Hotel's former hotel manager, Dutoit has an unwavering passion for people which has brought Perry Lane Hotel to its award-winning status today.
As General Manager, Dutoit will continue his work transforming the guest journey, with an eye toward six key areas: elevating service to an art form, adding unique guest experiences, deepening community connections, refining brand storytelling, pursuing top-tier industry accolades, and ultimately defining what it means to be an iconic property.
For the past four years, throughout Dutoit's former roles as Director of Rooms and Hotel Manager, he has played an integral role in Perry Lane Hotel's unprecedented success —garnering a prestigious Michelin Key, attaining the #1 spot on TripAdvisor's Top Hotels in the U.S., and achieving record-setting GuestVoice scores. His distinguished leadership journey also encompasses key roles at properties including The Ritz-Carlton Atlanta and The Ritz-Carlton Reynolds, Lake Oconee.

Orange background

Try Our AI Features

Explore what Daily8 AI can do for you:

Comments

No comments yet...

Related Articles

Guest Experience: 10 Do's and Don'ts for a Great Guest Experience Strategy
Guest Experience: 10 Do's and Don'ts for a Great Guest Experience Strategy

Hospitality Net

time3 hours ago

  • Hospitality Net

Guest Experience: 10 Do's and Don'ts for a Great Guest Experience Strategy

If there's one takeaway for 2025, it's this: Guest experience isn't a department – it's a mindset. To deliver exceptional moments, guest satisfaction must sit at the core of every decision, across every department. From front desk to finance, marketing to maintenance – every action should be viewed through the lens of its impact on the guest. Want real transformation? Make guest satisfaction more than a KPI – make it a culture. If guest experience doesn't come up in every leadership meeting, you're missing the point. It's not about chasing trends or mimicking your compset. Memorable experiences are built through emotional connection, authenticity, and a deep understanding of your guests' evolving needs. Guests want more than a bed – they want a story, a feeling, a sense of belonging. When you design moments that matter, you don't just earn loyalty – you create advocates. Here are 10 guiding principles 'Do's and Don'ts' for a guest experience strategy that actually delivers: Do's to Deliver Great Guest Experiences: ✅ DO Treat guest satisfaction as a core metric. Every time you implement a new initiative (i.e. digital dining, upselling, automated check-in) don't just measure revenue or conversion. Ask: Did this enhance the guest experience? Did we move the satisfaction needle? ✅ Make guest intelligence relevant to every team. From housekeeping to F&B, tailor insights to be digestible and actionable. Empower teams to act on what they learn, not just observe from a distance. ✅ Push your vendors to be partners, not just providers. Ask them where guest intelligence is heading and how AI will shape experience. Choose partners who guide and evolve with you, not just those who tick a box. ✅ Stay plugged into product roadmaps and industry webinars. Hospitality tech moves fast. Tomorrow's winning experiences are being built today. Stay informed, curious, and engaged - it's not just sales fluff, it's your edge. ✅ Use AI for review responses, but keep it human. AI can support scale and consistency, but your brand voice still matters. Train it to reflect your tone. Tech should elevate your authenticity, not dilute it. ✅ Hire and train for emotional intelligence. Guests remember how you made them feel. EQ-driven teams read cues, respond with empathy, and create moments that stick. That's the secret sauce. ✅ Create local, brand-authentic experiences. From a curated neighborhood guide to a scent inspired by the region, guests crave stories, not sameness. These emotional touches forge deeper connections. ✅ Monitor your compset, but think beyond it. Benchmarking is important, but inspiration lives everywhere – retail, wellness, entertainment. The best ideas often come from outside hospitality. ✅ Build a communication strategy for the entire guest journey. Use email, SMS, WhatsApp, chat AI, and in-room tech to support – not interrupt. Be proactive, seamless, and human. Anticipate needs. Build trust. ✅ Make space for magic, surprise, and delight. A handwritten note. A Spotify playlist. Remembering their favorite drink. These moments create stories guests tell long after checkout. That's real hospitality. Don'ts – What to Avoid in Guest Experience:

Uncertainty Abounds: HVS Takeaways from NYU International Hospitality Investment Forum 2025
Uncertainty Abounds: HVS Takeaways from NYU International Hospitality Investment Forum 2025

Hospitality Net

time3 hours ago

  • Hospitality Net

Uncertainty Abounds: HVS Takeaways from NYU International Hospitality Investment Forum 2025

With contributions from Kannan Sankaran, Patricia Shih, Neil Flavin, Alice Sherman, and Cole Masler. The start of June always brings the industry together in New York City, and we enjoyed our time at the NYU International Hospitality Investment Forum this year. It was great to see many of you there and share our recent experiences in the industry. The conference was preceded by our webinar that provided an update of our forecast and views from HVS President – Americas, Rod Clough. You can view the webinar here. The conference brought forward a noticeable mix of contrasting viewpoints as to the state and near-term future of the industry. Some attendees were convinced that transaction activity will pick up in the next three to six months as we transition to a more balanced seller/buyer dynamic. Others expected transaction activity in major markets to be down for the duration of 2025, citing the recently instituted federal tariffs and government job cuts that have created some uncertainty in the levels of both domestic and international travel. They see these as factors that are causing capital to stay on the sidelines for the time being. Whether more positive or negative in their near-term future view, investor sentiment remained cautious in both camps. Luxury and lifestyle segments continue to outperform, and a stronger focus on acquisitions over development has taken hold. There appears to be a disconnect between media reports of low consumer confidence and the 2025 travel trends observed in several key markets. Industry participants are watching the summer travel season to see if the positive trend continues in these markets (or reverses the declines in others). These stakeholders are also keeping a close eye on inflation and unemployment levels, the two key factors that could affect discretionary spending. Group business has become a big driver of demand in the absence of the typical leisure and commercial sources. As a result, RevPAR is likely to stay stagnant or decline in many markets, as this supplemental group demand is typically lower rated than the leisure- or commercial-transient demand that is usually present. Operators appear to be showing more concern, as revenues, particularly from the leisure segment, have slowed this year. Hotel owners and operators are prioritizing operational efficiency over aggressive expansion, with technology and labor strategy emerging as key focus areas amid persistent cost pressures. These pressures include continued high labor costs (management and hourly), elevated insurance costs, brand-mandated PIP renovations, and deferred maintenance. While owners and operators are taking internal measures to control their GOP percentages, they are having to implement additional strategies to lessen the impact of increased insurance costs and taxes on EBITDA. In addition to the higher operating costs across the board, owners are feeling unsettled regarding the uncontrollable expenses. The cost of supplies is anticipated to be affected at some level by tariffs and potential trade deals. Development deals are generally more paused than outright canceled. Key money provided by brands has affected developer decisions, though many brands have elected not to engage in a bidding war, instead standing firm on their long-term value proposition. Representatives for all brands reported that they are extremely busy and appear optimistic; however, privately, they revealed that they are seeing a slowdown, albeit small, and deal closings in multiple segments have slowed due to owner hesitancy resulting from the economic conditions. Unless a project is located in a high-demand, impactful market, some owners are taking a 'wait and see' approach. Overall, the sentiment and outlook were generally neutral, with optimism from some balanced by caution from others. "Uncertainty" was the word that was used most often. There is currently a lot of macroeconomic-related noise. The prevalent tone was 'let's wait a few months,' both to gain some clarity once the tariff situation plays out and to see the final version of the One Big Beautiful Bill that may be passed by the U.S. Senate. Reach out to any of us to learn more. We are happy to do a deeper dive on our experiences and views on the current state of the industry. Let's connect! — Source: HVS About HVS HVS, the world's leading consulting and services organization focused on the hotel, mixed-use, shared ownership, gaming, and leisure industries, was established in 1980. The company performs 4,500+ assignments each year for hotel and real estate owners, operators, investors, banks and developers worldwide. HVS principals are regarded as the leading experts in their respective regions of the globe. Through a network of some 60 offices and more than 300 professionals, HVS provides an unparalleled range of complementary services for the hospitality industry. View source

Doug Kennedy's Next Staff Training Webcast: Conquering Complaints, CONFIDENTLY
Doug Kennedy's Next Staff Training Webcast: Conquering Complaints, CONFIDENTLY

Hospitality Net

time3 hours ago

  • Hospitality Net

Doug Kennedy's Next Staff Training Webcast: Conquering Complaints, CONFIDENTLY

Sponsored By Travel Outlook and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy's next 40-minute training webcast scheduled for Friday, June 20, at Noon EDT. REGISTER HERE This webcast will be of interest to all hospitality staff, supervisors who handle escalated guest situations, and managers to train and mentor their teams. Join in as Doug provides highlights from KTN's newest on-site training workshop. 'We all know it's ideal if the person who first receives a guest's complaint can receive and resolve it,' says Kennedy, 'and forcing them to wait for a manager only causes their frustration to grow, along with their expectations of compensation from someone higher up the org-chart.' Yet without proper training, frontline staff may feel ill-prepared and unqualified, even if management has said they are 'empowered' to do so. Participants in this webcast will learn the root causes of guest complaints are situationally and emotionally based and certainly not intended as a personal attack. Armed with a better understanding of their key role, easy-to-remember service recovery techniques, plus a few helpful hints borrowed from the field of psychology, your staff will gain the confidence needed for their important role. This webcast covers: Why we should welcome guest complaints and recognize that they offer us a second chance. No, it's not true that guests are getting more difficult. This incorrect perception is also caused by what psychologists call 'Rosy Retrospection.' Rather, the automation of routine guest conversations and requests has increased the odds that those who reach out are experiencing a problem or have a complaint. How to avoid commonly used 'trigger words' and phrases that can cause guests to have a mental 'spiral.' KTN's Carrot Model for understanding the root cause of guest complaints, which reminds us of the often-missing part of traditional 'service recovery' training: providing validation for their emotional (over-) reactions. Yes, there are definitely 'guest bullies' out there, so this webcast also presents copying techniques such as using your 'power of release' over negative guest encounters. Recordings of previous webcasts are available on KTN's YouTube channel and are now also being distributed on your favorite podcast channel or on KTN's Spotify channel. Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for 'lunch and learns' or excerpts can be shared at staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry. 'We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,' said Kennedy. 'It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.' Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, a TravelNet Solution, whose products include a PMS and CRM. Complimentary registration can be accessed at Here are the additional topics scheduled so far. Monday, July 21 (Noon EDT) REGISTER HERE Despite predictions of its demise, the voice reservations channel is alive and well, and Doug will share ideas that frontline staff as well as revenue/marketing leaders can use to ensure you capture more than your 'fair share.' For decades now, many have said, 'Soon, no one will call anymore…' First was the emergence of OTA's and smartphones, then the over-sold myth of homogenous 'birth-year generations.' (Doug disproves this with data from McKinsey & Co.) Instead, guests' motivation for calling is most affected by their travel story. The higher the rate, the longer the stay, the more people traveling, and the more emotionally engaged they are with travel plans, the more likely they are to call. Smart leaders recognize that direct bookings save costly OTA commissions, enable upselling and cross-selling of amenities and activities, and allow you to 'own' the relationship. Join us as Doug shares ideas based on KTN's unique opportunity to listen in to a diversity of real-world recordings of reservations calls every day as part of its remote call scoring assessment service such as: Suggestions for Revenue, Distribution, and Marketing Leaders: How to audit your website and 'top of funnel' factors that encourage voice bookings. Plus, how to document and prove the interplay of voice and online channels. Train your team that phone calls are opportunities, not interruptions to the 'admin' type of work that falls on most reservations teams these days. Midscale, branded hotels, this one's for you too! A surprising number of potential guests still call. Training Tips for Those Answering Calls: How to turn calls appearing to simply be 'quick questions' into qualified voice leads. Better understanding the needs of today's overwhelmed, confused callers and your role in them deciding 'this' is the right property and 'now' is the best time to book! How to use updated versions of traditional probing questions. Closing techniques for a variety of call conversations and overcoming barriers to booking now. Cooking Up New Hotel Sales Friday, August 22 (Noon EDT) REGISTER HERE This month's webcast, which primarily targets hotel group and event sales staff, will also be relatable for sales professionals in all areas of the accommodations and tourism industries. Using cooking and fine dining analogies as a fun alternative to traditional sales training terminology, Doug will share innovative, actionable ideas your sales team can use to maximize revenues and capitalize on every sales opportunity. By zooming out and looking at how the profession of hotel sales is rapidly being automated by big tech solutions powered by AI, participants will be challenged to use these concepts in the near-term to ensure a long and prosperous career! Don't lose your hotel sales job to DoorDash! Keep human engagement at the core of the dining experience! Discover your 'recipe' for success. Stock up on key ingredients and select the right cooking utensils. Welcome, surprise, and delight them with amuse-bouches. Find out what the patrons truly enjoy eating. Spice up your menu descriptions. Adjust the menu for special dietary needs and preferences. Serve up a sweet-tasting dessert. Present the check with a smile! For additional details, contact KTN at [email protected] or by phone (01) 954.533.9130 About Kennedy Training Network Inc. KTN is the lodging and hospitality industry's best source for hotel training programs and supportive services in topic areas of hotel sales, catering/event sales, hotel reservations sales, and hospitality & guest service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism conference speaking circuit for decades. Hoteliers worldwide read his monthly hotel, tourism and hospitality industry sales training articles in this publication and elsewhere. Visit or call (01) 954-533-9130. Doug Kennedy Kennedy Training Network (KTN)

DOWNLOAD THE APP

Get Started Now: Download the App

Ready to dive into the world of global news and events? Download our app today from your preferred app store and start exploring.
app-storeplay-store