“As hospitality guru Danny Meyer says, it is imperative to deliver not only a high-quality product, but also “enlightened hospitality” – an outstanding customer experience with that product. But how can this dual goal be achieved in profitable ways that consistently meet the demands of a highly competitive industry?”
The Strategy Innovation Group’s solution for fostering “enlightened hospitality” is Inspired Engagement PLUS™, a new employee and guest “grassroots” innovation system. This proprietary methodology for generating and monetizing innovative growth from the bottom up is based on the process outlined in our book, The Power of Strategy Innovation and four years of work with Dick Marriott and over 100 Host Hotels & Resorts properties (Marriotts, Ritz-Carltons, Hyatts among others.) Inspired Engagement PLUS™ is supported by Routier’s technology that offers effortless, real-time communication between a hotel and its guests and employees to create instant and future value for operational excellence.
A FULLY AUTOMATED GUEST AND STAFF ENGAGEMENT PLATFORM
Inspired Engagement PLUS™
Accelerated Growth ProgramS STARTING:
Boston, MA | May 2018
Washington, DC | May 2018
New York, NY | June 2018
Chicago, IL | November 2018
Inspired Engagement PLUS™ elevates the hotel experience for both guests and employees. Hotel staff are equipped and engaged in new ways to create and deliver new value for guests and for the hotel. This results in improved guest experience scores, increased social media scores, greater guest and employee loyalty and accelerated RevPar growth. Sample results:
Host Hotels realized an incremental $24 million in revenue at a 48% profit margin in year one (with $37 million more forecasted for the following year).
Swissôtel Chicago generated an increase of $4.2 million in food and beverage revenue in one year.
One hotel increased its TripAdvisor ranking by 30 points and the number of new TripAdvisor reviews by 659 in six months using Routier’s unique technology.
With Inspired Engagement PLUS™, “employees support what they help to create”, AND “guests buy what they help to create”, generating new growth, vitality and loyalty for the hotel.
What's involved and included?
“We need to apply creativity and innovation across more areas of the business and not just customer service and satisfaction, such as how to engage the workforce, increase revenue and grow profitability.”
General Manager, Marriott International