PROBLEM OVERVIEW
A long time and once prestigious Hollywood, Florida Hotel was slated for demolition. This hotel is the pillar of a city’s identity and served to entertain some of the most famous figures and personalities of the early 20’s through the late 40’s. The property had fallen into grave disrepair and was synonymous with roadside motels in the minds of contemporary travelers. Revenues had fallen stagnant, occupancy levels were dismal, ADR was abysmal, RevPar increases were non-existent and customer service scores were discouraging.
THE DCG DIFFERENCE
Our analysts quickly diagnosed some key problems and implemented the necessary protocols to reverse the downward trend on all of the measurement matrices identified in the overview. Through zeroing in on guest feedback and understanding why travelers no longer saw this hotel as the destination it boasted for decades we recognized core deficiencies in this hotel’s best practices. First and foremost, the hotel itself needed a cosmetic makeover, beginning with re-uniforming the entire staff. Creative ways of packaging and bundling various services were produced and implemented in less than 1 week. Some staff needed to be replaced, while others needed training. We manifested log and service management systems to capitalize off of the constant flow of information we received through our property diagnosis and customer feedback analysis. We created a revenue management department and implemented proprietary revenue management techniques then hired and trained the necessary personnel. DCG professionals repaired and streamlined the property’s CRS, PMS procedures and employee team practices.
THE RESULTS
Revenue’s surpassed past best results by over 200%, ADR was vastly improved by nearly 145%, RevPar increases became commonplace with an average quarterly improvement of 66% or better. The property received its first ever Outstanding rating in Quality Assurance, won numerous awards for customer service. Guest satisfaction at times exceeded 95% satisfaction. Occupancy levels reached 80% or better year over year. The hotel was featured in the nationwide National Treasures Publication by Christmas of the first year of our engagement and was also featured on the ‘Best of South Florida’ program airing on fox .
