The Story
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In January 2023, the Fairfield Inn & Suites Toronto Brampton was challenged to meet Marriot’s customer experience clear zone expectations and struggled to maintain brand standards as indicated by poor audit results. Smith Travel reports also indicated that the hotel’s RevPAR index was significantly below fair share. Opal Hospitality was asked to manage the hotel and improve balanced results. |
The Vision
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Working collaboratively with Marriott, hotel ownership and hotel leadership, Opal Hospitality created meaningful and “quick to implement” dynamic communication and improvement plans while also managing those plans' ongoing execution. |
What Opal Executed
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Opal Hospitality coached and worked with hotel leaders to implement General Clean and Preventative Maintenance initiatives, as well as extensive staff training and communication programs, all contributing to a revitalized customer-focused hotel culture. Guest experience results skyrocketed, realizing year-over-year improvements in service scores of 30% and "Intent to Recommend" scores of over 50%. STR results were also dramatically improved, with monthly indexes growing by close to 30%. |
