Returned to the 390 room property, to give the operations a much needed impetus. The goal was to help improve the overall product and as an extension, turn the guest service index scores and team member satisfaction results positive.
Highlighted by an excerpt of a note from the GM:
With 2009 and its challenges behind us I wanted to recognize you for your effort and commendable results:
1. “While room revenue declined you maintained your profit margins. Actual rooms profit margin beat budget by 0.2%, unheard off in a tough year! Considering half of this shortfall was in average rate, where you have minimal cost cutting ability, illuminates your hard work in order to maximize profits.
2. At the same time overall guest satisfaction increased over 2008 to 8.70 (a 0.13% increase)”
The service composite increased 0.23%
Loyalty composite increased 0.31%
Cleanliness increased from 8.63 to 9.06 in guest rooms and for Public Spaces from 9.13 to 9.32.
3. The Property is among the top 10 percentile of the best Sheratons in the NAD (North America Division).
WOW! You satisfied our guests and motivated your team with less staff and a decrease in supervisors. You also dealt with constraint expense categories and a freeze on Capital and wages. It is a pleasure to have you on our team.”