Luxury Resort Improves Online Ratings by 25% with HospitalityRenu
When a 450-room, four-diamond luxury resort in Memphis required rapid stabilization of its front office operations, HospitalityRenu was engaged to provide fractional leadership as Front Office Manager. The property, located beside one of the world’s most iconic cultural landmarks, caters to a global mix of leisure and VIP guests. With an entirely new team in place, the challenge was to build service foundations from the ground up while protecting the brand’s reputation for elevated guest experiences.
HIGHLIGHTS
Online booking scores rose by 25%.
Arrival score rose to 1.3 and departure score rose to 1.8.
Overall experience score rose to 1.37.
The Challenge
The resort’s front office and valet teams were composed almost entirely of new hires. There were no formalized SOPs or training systems in place, and employees lacked confidence in handling arrivals, departures, rate code management, and loyalty program recognition. Guest complaints were rising, loyalty engagement was inconsistent, and the property’s online review scores showed room for improvement.
The Approach
HospitalityRenu implemented a comprehensive training and operational framework designed to instill consistency, elevate service, and strengthen associate engagement. Key initiatives included:
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Training and Development: Designed and delivered an eight-week strategy roadmap covering Forbes-level service standards, guest recovery protocols, and role-playing exercises to strengthen associate confidence.
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SOP Creation: Developed comprehensive SOPs and checklists for guest service, onboarding, CRM usage, and OTA (Expedia/Booking.com) reservation handling.
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Team Engagement: Facilitated workshops with 33+ associates, including management, to reinforce collaboration and accountability.
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Valet and Arrival Enhancements: Partnered with valet leadership to conduct QA shops, elevate arrival and departure standards, and introduce associate engagement programs to boost morale and retention.
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Loyalty Program Integration: Supported rollout of an elite loyalty program, ensuring proper recognition of loyalty status and consistent application of membership benefits.
The Results
The resort achieved rapid and measurable improvements.
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Guest satisfaction scores (arrival, departure, and overall) improved measurably, with arrival scores rising to 1.3, departure to 1.8, and overall experience to 1.37 on the GSS platform.
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TripAdvisor 4-star reviews increased to 96%, while Booking.com scores rose by 25%.
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Associates became confident in handling rate codes and third-party bookings, reducing guest complaints and errors.
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Frontline associates gained practical skills and confidence, creating a stronger talent bench to sustain the resort’s luxury positioning.
The Impact
Through its structured, hands-on approach, HospitalityRenu successfully transformed a new, untested team into a polished, guest-focused operation. The resort not only improved its scores and reviews in the short term but also gained sustainable tools and frameworks to continue delivering luxury service at the level expected of a four-diamond property.