Nisbet Plantation, Nevis, and Madigan Pratt & Associates Share Secrets to Success in Difficult Times

Nisbet Plantation, a small, independent luxury beachfront resort acclaimed for its personal service, was faced with two challenges in late 2008. In addition to contending with the overall decline in travel demand, air service to the island had become virtually extinct as a result of the closure of the island's largest hotel for repairs.

"Like many other hotels, we looked for areas where we could be more efficient. But one area we maintained and in fact, enhanced was the guest experience," says Jamie Holmes, General Manager of Nisbet Plantation. "We empowered our staff to deliver value and the highest level of service to our guests."

Instead of resorting to marketing on price and deep rate reductions, Nisbet implemented a cost-effective strategy focused on the four P's of marketing (product, price, place and promotion) and the customer experience. As a result, Nisbet continues to attract guests while maintaining strong average daily rates (ADR) that are better than the Caribbean.

"By enhancing the guest experience and expanding its effective customer relationship marketing program, Nisbet Plantation has been able to acquire and retain profitable customers even in these challenging times," says Madigan Pratt, Managing Director of Madigan Pratt & Associates. "As a result, Nisbet is performing strongly and well-positioned to prosper as the economy recovers."

Holmes and Pratt shared their strategies for success at the recent Caribbean Hotel and Tourism Association Small Hotels Retreat. Other hotels can now learn the secret for their success by downloading the complimentary case study, A Small, Luxury Hotel Prospers in Difficult Times, at www.madiganpratt.com/casestudydownload.