Luxury Hotel Boosts Guest Satisfaction and Audit Scores with HospitalityRenu
When a premier luxury hotel in Charlotte required interim leadership, HospitalityRenu stepped in to provide stability, structure, and strategic oversight during two separate assignments. The 381-room property - recognized for its elevated service standards - faced everyday operational challenges and, later, a significant leadership restructuring. In both instances, our involvement transformed performance across guest services, operations, and team leadership.
HIGHLIGHTS
15% increase in overall guest satisfaction.
Elite loyalty program enrollments grew 6% and overall membership sign-ups grew 12% within 90 days.
Intent to Recommend scores increased 12% within two months.
The Challenge
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The hotel’s leadership team had the right talent but lacked cohesion. Departments operated in silos with limited collaboration and accountability. Guest satisfaction scores and loyalty program performance lagged expectations. The property had also recently received a below-average audit score, underscoring the need for rapid improvement in service quality and consistency.
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HospitalityRenu applied its proven Service Refresh Framework - a repeatable and sustainable model for aligning leadership, driving accountability, and elevating guest experiences.
Key actions included:
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Cross-department collaboration: Instituted weekly leadership meetings to define measurable goals (such as “intent to recommend” scores), reverse engineer actions needed, and ensure alignment from frontline associates to department heads.
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Mentorship and development: Provided one-on-one coaching to front office managers, two of whom advanced to higher leadership positions following the engagement.
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Standardization: Designed and implemented new SOPs and best practices across front office and housekeeping to ensure consistency and accountability.
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Luxury service training: Conducted Forbes-level role-playing, service audits, and mentoring to set elevated expectations across all touchpoints.
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Guest loyalty optimization: Analyzed root causes of underperformance in loyalty membership and introduced targeted strategies to grow elite and base membership enrollments.​​
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The outcomes were both measurable and sustained.
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Guest satisfaction scores rose 15% overall.
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“Intent to Recommend” scores increased from 69% to 77% within two months.
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The property’s check-in ranking jumped from 24th to 5th nationally.
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Hotel audit (BSA) scores climbed from 80% to 86% in under 60 days, supported by rigorous training and preparation.
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Elite program enrollments grew 6% and overall membership sign-ups grew 12% within 90 days.
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The Executive Lounge service was reimagined, valet arrivals and departures were elevated, and SOPs ensured preventative maintenance and consistency.
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Multiple managers achieved career progression goals, strengthening the brand’s long-term leadership pipeline.
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HospitalityRenu not only stabilized the Rooms Division during a period of transition but also left behind a stronger, more accountable culture of collaboration. The property continues to benefit from the repeatable frameworks, service standards, and leadership coaching implemented during the engagement -positioning it as one of the leading luxury destinations in its portfolio.