Grand Hotels Group Improves Guest Satisfaction
Learn how this luxury hotel chain achieved 40% faster request resolution and improved guest ratings to 4.8/5.0.
About Grand Hotels Group
Grand Hotels Group is a luxury hotel chain with 15 properties across major metropolitan areas. With over 3,000 rooms and world-class amenities, they serve thousands of guests daily and maintain a reputation for exceptional service.
With a facilities team of 200+ maintenance professionals, Grand Hotels Group was seeking a solution to improve response times, reduce costs, and deliver consistent service quality across all properties.
The Challenge
Grand Hotels Group's facilities team was struggling with fragmented systems that were impacting guest satisfaction and driving up operational costs.
- Guest request delays impacting satisfaction
- Scattered maintenance records across properties
- High contractor costs
- Inconsistent service quality between locations
- Difficulty tracking recurring issues
The Solution
Grand Hotels Group implemented FacilityLane across all 15 properties, providing their team with integrated tools to deliver exceptional guest experiences.
- Guest request portal for immediate submissions
- Real-time work order tracking
- Centralized vendor management system
- Standardized procedures across all properties
- Mobile app for maintenance staff
"FacilityLane has been a game-changer for our operations. Guest requests are resolved faster, our costs are down, and our guest satisfaction scores have never been higher."
Jennifer Martinez
VP of Operations, Grand Hotels Group
The Results
Within the first year, Grand Hotels Group achieved significant improvements across all key metrics.
- 40% faster resolution of guest requests
- 25% cost savings through better vendor management
- Guest satisfaction rating improved to 4.8/5.0
- Contractor costs reduced by 30%
- Full ROI achieved within 4 months
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