High Contrast Mode:

XLR8 Case Studies - Part 1

XLR8 Case Studies - Part 1

By Maya Jones, Talent Coach

XLR8 is our fast-track training program to develop future select service General Managers and train them to be HVMG brand ambassadors and experts in our culture, systems, process, and tools. As our first few participants wrap up the program, we are sharing the significant learnings from their rotations through our portfolio hotels. You can read Part 2 here.

Case Study #1:

Enhancing Guest Satisfaction and Operational Efficiency at Subject Hotel 1.

Challenge: Subject Hotel 1 faced significant challenges centered on guest satisfaction and operational efficiency, necessitating improvements in service quality and staff engagement.

Approach:

As the hotel manager, Brian initiated daily standup meetings to analyze guest scores and reviews meticulously. These sessions allowed staff to brainstorm innovative strategies to elevate service standards collaboratively. Brian immersed himself in various operational facets, from conducting room inspections to providing hands-on support to the housekeeping and engineering teams. This proactive engagement approach focused on specific weekly improvement areas, fostering a culture deeply rooted in attention to detail and proactive problem-solving.

Outcome:

The implementation of Brian's hands-on strategy yielded remarkable results. Guest satisfaction scores showed substantial improvement, culminating in an impressive rise of the Subject Hotel's Intent-To-Return (ITR) from 36.1 to 62.5 month-over-month. This enhancement was underpinned by a notable increase in staff accountability and pride in their work, ultimately translating into superior overall performance. Brian's initiative to preempt negative guest reviews and subsequent celebrations of staff achievements significantly bolstered team morale and spirit.

Key Learning:

This case study underscores the importance of active leadership involvement and empowering staff to contribute ideas. Subject Hotel 1 successfully cultivated a motivated and cohesive team by celebrating team achievements, ultimately improving guest satisfaction and operational effectiveness.

Case Study #2:

Enhancing Guest Elite Experience and Appreciation and Optimize Staff Operations at Subject Hotel 2

Challenge: Subject Hotel 2 faced the challenge of elevating guest experience, particularly in elite guest appreciation, while optimizing employee scheduling to enhance operational efficiency.

Approach:

Jessica, the hotel's manager, tackled these challenges strategically. She provided comprehensive training to the new Guest Service Manager in employee scheduling and forecasting, ensuring staffing levels aligned with hotel occupancy trends. To enhance elite guest appreciation, Jessica launched a creative initiative featuring personalized popcorn bags containing a QR code linked to TripAdvisor. This delighted guests and encouraged them to share reviews on TripAdvisor, one of the top trusted travel research websites. To foster a positive work environment and increase overall staff satisfaction, Jessica actively supported various departments and organized team-building activities.

Outcome:

Jessica's initiatives yielded significant results at Subject Hotel 2. The Elite Guest Appreciation Initiative boosted the hotel's Elite Appreciation Score to 76.5, while the neighboring sister hotel saw a month-over-month increase from 64 to 75. Jessica's cross-departmental involvement underscored the importance of leadership presence in enhancing staff morale and operational efficiency. Furthermore, the team-building initiatives and prioritization of staff well-being during holiday seasons reinforced a positive workplace culture.

Key Learning:

This case study highlights the impact of creative guest appreciation strategies on enhancing satisfaction scores. It emphasizes that leadership engagement across departments and initiatives centered on employee well-being are crucial in building a motivated and cohesive team, which is pivotal for sustained success in the hospitality industry.

Case Study #3:

Enhancing Housekeeping Operations at Subject Hotel 1.

Challenge: Brian identified opportunities to elevate housekeeping operations at Subject Hotel 1, aiming for heightened efficiency and service quality.

Approach:

Brian implemented a hands-on approach within the housekeeping department. Recognizing the importance of direct involvement, he actively assisted with tasks such as bed-making and towel distribution, particularly during peak periods. This direct engagement allowed Brian to identify operational trends and provide immediate feedback and training to housekeeping staff, ensuring continuous improvement.

Outcome:

Brian's proactive involvement significantly improved operational efficiency and room cleanliness at Subject Hotel. The cleanliness score rose impressively from 37.1 to 60.9 month-over-month, reflecting enhanced service standards and guest satisfaction. The housekeeping team responded positively to Brian's support and guidance, boosting morale and strengthening teamwork dynamics.

Key Learning:

This case study underscores the impact of hands-on leadership in driving operational excellence and fostering a culture of teamwork. Brian's approach improved efficiency and enhanced staff morale, demonstrating that direct engagement in operational tasks is pivotal for achieving sustainable improvements in service quality and guest experience.