Trent Freeman had a challenge. His hotels had topped the charts of guest satisfaction. "That's a very difficult place to sustain," he told us. In this case study, we're going to dive into how he got there, the challenges of maintaining consistent excellence, and how he overcame them through listening to guests through technology and motivating his team.
GuestStay, Guestlines' contact free checkin/out solution has transformed the guest arrival and departure procedure for Welcome Break Hotels. Within one month, automation of what was a highly manual process has meant 95% of guests now check in online. This has not only improved service levels for guests, but without the lengthy queues at front desk, staff are free to focus on more productive tasks.
Since its inception, Chicago-based Aparium Hotel Group has set itself apart as a new kind of hotel brand—one that allows itself to venture off the beaten path, both geographically and philosophically. The hotel management company counts 10 independent and boutique properties in its portfolio, including Clayton Members Club & Hotel in Denver, Crossroads Hotel in Kansas City, and the Detroit Foundation Hotel, to name a few. Remarkably, the company opened five hotels during the COVID-19 pandemic.
The 99-room Hotel Rival is a cozy boutique hotel in Stockholm, Sweden. Its central location in the city - along with its bars, bistro and the newly renovated Tavernan café - make it the perfect destination for leisure and business travelers alike. But, as with any boutique property, the distribution strategy can be a challenge.
As a guest walking into a hotel property for the first time, there is always a rush of anticipation, and without a doubt, of expectation too. Whether entering a five-star property or checking into a rental property, it is likely your guests have already imagined what type of service and facilities they will encounter. Most of the time, the bar is set high, regardless of the budget or time invested in searching for a property that is just right for their needs. In addition to this, if a guest is a repeat customer, brand loyalty also comes into play, laying out further expectations in a guest's mind who is looking for a similar experience to a previous stay.
Amazing Evolution manages 21 independent, full-service properties. With a diverse portfolio, Amazing Evolution manages boutique hotels and larger stays nestled across the coast of Portugal and within the country's vibrant cities. The company was founded in 2012 and has continued to expand to include a wide array of hospitality experiences with an ongoing commitment to lasting partnerships.
A peaceful hotel, exclusive to residents, on the banks of the River Dart, Dartmouth. Classic and proudly independent, Dart Marina is a stylish, well-equipped hotel with 49 bedrooms, first class facilities including a bar and restaurant and chic styling throughout. A selection of self-catering riverside apartments and one of the best yacht harbours in the west country complete the mix.
Professor Peng Liu and Terence Loh ’97, MBA ’06 challenge students to solve a real-world business problem in their case study, “Real Estate: Private Equity Investment in Shanghai.” This research was published jointly by the Center for Hospitality Research and the Center for Real Estate and Finance.
The launch of the Phuket Sandbox on July 1, 2021, is an important step on the road to recovery from COVID-19 and a measure that many other destinations in the Asia-Pacific region could soon mimic.
Hotels that have traditionally relied on group and convention business have found themselves struggling over the pandemic period. Uncovering and maximizing new revenue streams, the way we did for the subject hotel in this case study, is a sure-fire way to diversify business and protect your hotel’s financial future.
First time hotel owners purchased a small independent boutique property that had been significantly underperforming the market in guestroom and restaurant revenues for many years. The property had a prime location within a destination resort market and the new owners made significant investments renovating and repositioning the property to a 4-star product and service level, but revenues continued to be anemic throughout 2019 and into 2020.
Unclear messaging and price positioning was keeping this mixed-use development from reaching its revenue potential.
The Human Resources department is notorious for making, or breaking, a company. The culture, employee extrinsic motivation, and more- is all on HR. No truer words have been spoken for Bob Holland, Associate Partner at Strategic Solution Partners, who has previous first-hand experience dealing with the effects of an underperforming HR discipline.