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.