Latest news with #guestExperience
Hospitality Net
a day ago
- Business
- Hospitality Net
How Mainsail Lodging & Development drove ~$1M in revenue in one month
'What I love about Revinate Reservation Sales is everything is right there — every call, every guest detail, every insight. It's perfect for tracking progress and giving me the data I need to coach the team.' Netta Avaraham-Katz, Reservation Manager, Mainsail Lodging & Development About Mainsail Lodging & Development Mainsail Lodging & Development is a Florida-based hospitality group that operates a collection of distinctive independent and Marriott-branded properties. Unlike many hotel groups, Mainsail runs its own in-house reservations team and internal booking system — meaning the expectations for service and sales performance are especially high. Their agents aren't just answering calls; they're representing the brand's voice and bringing firsthand property knowledge to every conversation. With a deep passion for the guest experience and a strong sense of ownership, the team is committed to delivering high-touch service that drives direct revenue and builds lasting guest relationships. Mainsail Lodging & Development's challenge To grow direct revenue and create a more impactful guest experience, Mainsail Lodging & Development set out to transform its reservations team into confident, proactive sellers with the best technology to support their efforts. With many of their properties operating under the Marriott flag, where guests often default to booking online, the voice channel had to deliver something more — a personalized, high-touch experience that would make calling in the preferred option. Hitting an ambitious revenue milestone meant going beyond traditional order-taking and empowering agents to build real connections, uncover needs, and close more bookings through both inbound and outbound calls. How Reservation Sales boosted revenue and guest loyalty To meet their revenue goals and elevate the performance of their reservations team, Mainsail Lodging & Development implemented Reservation Sales to bring structure, reporting, and real-time coaching into their day-to-day operations. The platform gives the team the tools they need to track performance, optimize call handling, and create a consistent, scalable training experience. 'It gives me everything I need to coach in real time, recognize wins, and help the team grow — all in one place,' said Netta Avaraham-Katz, Reservation Manager at Mainsail. Revinate Reservation Sales also solves one of the biggest challenges for managers: staffing. With access to detailed call volume reports and historical trends, Netta can confidently make data-driven decisions about scheduling, ensuring the right coverage at the right times. Whether it's scaling back on slower days or ramping up ahead of holidays, the platform provides the insights needed to staff efficiently without sacrificing service. Revinate's support didn't stop with the implementation of the solution. In fact, in January 2025, more than 5 years after the brand began using the solution, Revinate's Education team came on-site for an in-person training session to help agents reset, refocus, and reenergize ahead of the busy season. This session not only reinforced best practices but also introduced new tactics in a fun, motivational way that keeps the team engaged and confident on every call. Netta says, 'It was such a great boost before our peak season, we've decided to bring the Revinate team back every January.' How Reservation Sales helped the team break sales records With Reservation Sales in place, Mainsail Lodging & Development saw measurable improvements across performance, revenue, and team engagement. This February, just weeks after the in-person training refresh, the reservations team delivered a record-breaking month, generating nearly $1 million in revenue and exceeding their outbound sales goal by $80,000. Agents became more confident, conversations more strategic, and bookings more frequent. Real-time reporting and QA tools gave leadership clear visibility into performance, enabling smarter staffing decisions and targeted coaching. Most importantly, the team embraced their role as revenue drivers, creating an elevated experience that kept guests calling in and booking directly. Media Team Media team | Revinate +1 415 671 4703 Revinate, Inc. View source
Globe and Mail
28-05-2025
- Business
- Globe and Mail
MI Concept + Design expands global footprint with new creative hubs in Singapore and India to drive regional growth in themed entertainment
TORONTO, May 28, 2025 (GLOBE NEWSWIRE) -- MI Concept + Design Inc. (' MIC ' or the ' Company '), a global provider of award-winning innovative and creative themed entertainment solutions and guest experiences, is pleased to announce the expansion of its service offerings with the recent opening of creative hubs in Singapore and Mumbai, India. The move will anchor its commercial growth and provide support to local clients in growing and high-demand markets. MIC's Canadian head office launched in 2015 in Toronto, Ontario and today continues to lead all design, production, commercial operations, and business development activities. The Company's first satellite hub launched in 2023 in Orlando, Florida to support its US-based clients. 'Over the past few years, we've seen a steady rise in our international projects as we fulfill a long-standing mission to design memorable guest experiences for our clients - integrating innovative design concepts rooted in cultural authenticity,' said Walt Kuniec, CEO. 'With our Canadian headquarters and creative outposts in Singapore, Mumbai, and Orlando, we are positioning ourselves closer to our clients and their audiences. This brings greater agility in delivering tailored services with a globally informed perspective.' The Company also announced it is strengthening its leadership team with the appointments of Tom Mackintosh, Senior Art Director & Business Strategist - Asia Pacific, based in Singapore; and Suraj Kadam, Architecture Lead & Business Strategist - India, based in Mumbai. Meeta Ingram, President commented: 'Tom and Suraj are inspiring, talented leaders with worldwide experience that will provide our clients with direct access to our creative talent pool that keeps us at the forefront of the themed leisure and entertainment industry. Positioning them in these breakout markets is a strategic move and we're thrilled they're representing the MIC team on the world stage.' Singapore and India's Market Growth Tom and Suraj will oversee staffing their respective local offices and all business initiatives in their regions of Asia Pacific and India. Both were recently based at MIC's Canadian head office in Toronto, Ontario where over the past few years, they each led various creative and architectural projects including the ongoing concept design and guest journeys of some of the most highly anticipated projects including Six Flags Qiddiya City theme park, slated to open in Saudi Arabia in latter 2025. The move aligns with a recent article in Travel and Tour World citing a report by Allied Market Research noting the leisure travel market valued at $1.2 trillion in 2023 - is expected to grow at a compound annual growth rate (CAGR) of 18.3% from 2024 to 2033. Asia-Pacific will lead the leisure travel market growth with an expected 24.1% CAGR throughout the same period. A recent EY report on India's media and entertainment market notes the sector is projected to reach over $100 billion by 2030 as Indian movie houses and gaming industry continue to establish India as a global hub for cutting-edge creativity and technological innovation. For the latest on MI Concept + Design's news and upcoming events, please visit us here. About MI Concept + Design Inc. Founded in 2015 by a group of award-winning architects and creative professionals, MI Concept + Design is a privately owned design firm that houses a family of multi-disciplined experts with hundreds of years of collective design experience. The team is dedicated to creating and developing innovative solutions in the themed entertainment industry that includes theme parks, water parks, and immersive guest experiences. From their Canadian headquarters in Toronto, Ontario, and creative hubs in Orlando, Florida; Singapore; and Mumbai, India – the team works with the most recognized organizations worldwide, transforming imaginative ideas into exciting, buildable solutions. Their portfolio boasts over hundreds of global projects spanning concept design to multimedia content creation.
Hospitality Net
26-05-2025
- Business
- Hospitality Net
Nathalie Leduc has been appointed Business Development Consultant for Asia at VERTU Hotels and Resorts
Nathalie Leduc is a hospitality and cross-cultural relations expert with a versatile background in international innovation, institutional partnerships, and luxury hospitality. She brings to VERTU Hotels and Resorts a unique combination of heartfelt cultural insight and a grounded understanding of what makes an exceptional guest experience. Earlier in her career, Nathalie contributed to guest satisfaction at renowned hotel brands such as Hilton, Marriott, and Millennium Hotels. Her deep-rooted appreciation for high-touch service and guest-centric hospitality was born in these formative years. In her most recent roles, Nathalie worked within the field of innovation, where she played a key role in forging connections between institutions, governments, and international partners. Her experience welcoming foreign delegations and building relationships across cultural lines has prepared her to represent VERTU Hotels and Resorts across Asia's rich and diverse hospitality landscape. Nathalie is fluent in French and English, and is expanding her command of various Asian languages to better understand the local contexts she works in. She approaches every opportunity with humility, curiosity, and a sincere belief that listening is the foundation of any successful partnership.
Hospitality Net
23-05-2025
- Business
- Hospitality Net
Hotel Terra Jackson Hole Advances Multi-Phase Renovation with Completion of Phase One
Hotel Terra Jackson Hole, Wyoming's first LEED-certified hotel, announced today that it has completed the first phase of its extensive, multi-million dollar renovation and is now embarking on phase two, with the third and final phase set to be completed before the end of the year. The renovation emphasizes traditional European ski lodge design inspiration, aiming to elevate the guest experience further while staying true to the hotel's roots in the breathtaking Jackson Hole region. In the first phase of the renovation, extensive upgrades were made to the hotel's guest rooms. Notable changes include a focus on maximizing space with the selection of new custom furniture; new wall, door, and trim paint; updated wood ceiling treatments, drapery, and lighting. The design reimagining marries sophistication and approachability, contemporary lines with rustic textures, and open space with intimate zones. It's a prime example of how modern mountain interiors can feel simultaneously elevated and welcoming. Phases two and three will bring even more significant enhancements to the guest rooms and suites, including the revamping of the in-room wood fireplace cladding and a complete remodel of the suites' kitchens, entryways and closets. The hotel's corridor renovation, set to begin in the fall, will focus on transforming the space with new carpeting, updated paint, and modernized lighting fixtures. This striking new look will seamlessly create a fresh, cohesive, and earthy aesthetic from the lobby through to the guest rooms. The overall design vision for the renovation is to create a timeless, European-inspired ambiance while maintaining authenticity and a deep connection to the local landscape. From natural wood elements like cedar and Douglas fir to handcrafted teak furniture, every detail has been thoughtfully chosen to evoke a sense of place. Earthy tones, such as the sagebrush-inspired wool-nylon blend carpet, complement the natural surroundings and provide a spacious, comfortable environment for guests. Hotel Terra's commitment to a rooted-in-place aesthetic sets it apart from other properties in the area as it remains dedicated to a design that is both classic and deeply connected to its unique setting in the heart of Jackson Hole. It looks forward to unveiling the reimagined spaces this winter. For more information about Hotel Terra, visit Hotel website
