Saving the Brand

Located in a strong market, near a bustling international airport; this young, focused- service property just could not seem to hit its stride. Having failed four quality assurance evaluations, the property found itself in breach of its franchise agreement and at risk of losing its brand and flag.  Its  last  hope  was  a  fifth  and  final  inspection  that would determine the fate of the hotel.

RAR Hospitality (RAR) visited the property, met with ownership, and conducted a wholesale  analysis  of the property  including  property  conditions,  staffing,  operations, and  sales  and  marketing  efforts.    It  was  readily  apparent  that  service,  cleanliness, condition,   and  team  member  culture  were  all  in  disarray,   and  that  a  complete management  team overhaul was necessary to overcome the tremendous  task at hand. RAR began its work by identifying a new General Manager who had a strong work ethic, an intricate knowledge of brand standards, and a willingness to do whatever was necessary to set the hotel and its team up for success. The hotel’s leadership challenges did not end with the GM’s office however. RAR identified and hired a new Director of Sales and Marketing, Director of Food and Beverage, Front Office Manager, and Chief Engineer creating the perfect team of experts in their individual disciplines necessary to turn the hotel around.

All  of  the  hard  work  paid  off  when  the  property  successfully  passed  the  Quality Assurance Evaluation with flying colors, jumping 30 percentage points from its previous failing  score.     At  the  same  time,  RAR  turned  around  the  property’s  operational performance realizing a 5-month year over year increase of $502,608 in room revenue, and a 70% increase in RevPAR over the same period the year prior while simultaneously increasing  the hotels  Guest  Service  Score  rankings  by over 45%  in some  categories. What began as a seemingly impossible undertaking resulted in a tremendous success for the hotel’s ownership, the brand, and our company.