Provo Marriott Hotel and Conference Center Case Study
Every day Marriott continues to grow as an international leading lodging company with more than 3,700 properties in 74 countries and territories worldwide. The business giant has relentlessly focused on innovation and action to fuel the way they conduct business. With the most powerful brand portfolio in the world, they’ve set the bar for the hospitality industry. The Marriott corporation, along with its brands, remain grounded in a set of core values of putting people first, pursuing excellence, embracing change, acting with integrity and serving the world.
Nestled in Provo’s city center, the Provo Marriott Hotel & Conference Center is an upscale hotel where views of Utah’s striking Wasatch Mountain provide a tranquil and inspiring environment for a new generation of mobile business and leisure travelers. New restaurants and facility establishment serve up a unique twist on contemporary American fare in a chic yet natural setting and comfortable spaces to work and relax while evoking the atmosphere of an inviting lodge. Business guests can enjoy 330 high-tech and high-touch guest rooms, and vacationing families love the surrounding tourist attractions such as the Utah Lake State Park, skiing at Sundance Resort, and shopping in Park City.
As Provo Marriott continues to work towards to the corporation’s vision of being the number one hospitality company in the world, the Utah hotel is not without its trials and errors along the way.
As a leader in the hospitality industry, Marriott properties pride themselves on offering excellent service to all of their guests. However, the industry leader still faced two major challenges: (1) increasing feedback from guests when problems arise and (2) decreasing the response time to fix issues relating to hotel inspections. Traditionally, the way for customers to report problems or complaints was to call or text the front desk, which many customers avoided because of its confrontational nature. According to an in-house survey, 91 percent of guests won’t report their hotel complaints because they wanted to avoid the awkward confrontation with the staff, resulting in negative feedback on surveys from guests about their hotel experience.
Furthermore, Provo Marriott needed to decrease the amount of time it took for its staff members to respond to the hotel’s inspection feedback. Normally, housekeeping and front desk employees would receive their inspection reviews on a weekly basis. This meant that most issues surrounding customer service and the up keeping of the hotel were not addressed until days later, which resulted in an overall lower quality of service.
Provo Marriott saw immediate results after implementing Quick Request. The software system allowed hotel guests to scan unique QR codes in their rooms with their smartphones to report a problem, make a request, or provide feedback on their stays. Since guests can easily communicate with the front desk without an in-person confrontation, Marriott’s management saw an increase in the amount of reports at their property. Because guests felt more comfortable reporting their problems on the spot, hotel management was able to respond and address the requests immediately. The effectiveness of Quick Request’s customer interaction system was apparent when Provo Marriott’s customer satisfaction rating increased from 64 percent to 82 percent.
In addition, Provo Marriott’s internal inspections process improved drastically. Through Quick Request, Marriott was able to better track and manage its employees’ work schedules and daily assignments. The hotel staff received feedback on their job performance and service quality from management faster than ever before. The turnaround time to fix a reported problem decreased significantly, and the employees were also held more accountable for their overall quality of work. By restructuring the hotel’s internal operations through innovative technology, Quick Request has proven to be a viable business solution for Provo Marriott.
ABOUT QUICK REQUEST
Quick Request is a Software-as-a-Service (SaaS) that combines the use of smartphones and QR codes to manage facilities and make employees more responsive and efficient. Quick Request allows your customers to use their smartphones to report problems, request services, and provide feedback. Because customers can easily report problems and request services and receive such a quick response, they feel that your service goes above and beyond your competitors. Such a consistent level of high service keeps customers happy and loyal. For more information on Quick Request please visit www.QuickRequest.com and connect with us online through our social media pages.