Case Study: Elevating Forbes Rating for a Luxury Hotel
LGX Hospitality was tasked with transforming a luxury hotel's food and beverage program from a subpar Forbes rating to a coveted Five-Star status. The client sought a comprehensive solution to elevate their dining experience and meet the standards set by Forbes to achieve their desired rating.
The Problem
Despite being a luxury hotel, the client's food and beverage program was struggling to achieve a satisfactory Forbes rating. The existing service levels, operational efficiency, and staff training were not aligned with the expectations of the Forbes standards.
The Solution
To address these challenges, LGX Hospitality implemented a strategic approach focused on enhancing service quality, operational efficiency, and staff training. Key components of the solution included:
Comprehensive Checklists: LGXH created detailed checklists for the dining room, bar, and in-room dining (IRD) areas, covering pre-service, during-service, and post-service procedures.
Steps-of-Service Manuals: Based on Forbes standards, LGXH developed steps-of-service manuals to guide staff through each interaction with guests, ensuring consistency and adherence to best practices.
In-Moment Coaching and Pre-Shifts: LGXH provided ongoing coaching and dedicated pre-shift training sessions to reinforce Forbes standards and address any performance gaps.
The Results
Through consistent follow-through and dedication to service, LGX Hospitality successfully elevated the client's Forbes rating from 76.8 to 96.2 between inspections. This significant improvement demonstrated the effectiveness of the implemented strategies and the positive impact on the overall dining experience.
Benefits for the Client
Enhanced Reputation: The achievement of a Forbes Five-Star rating significantly enhanced the hotel's reputation as a premier luxury destination.
Increased Revenue: A higher Forbes rating can attract discerning travelers willing to pay premium rates, leading to increased revenue and profitability.
Improved Customer Satisfaction: The elevated service standards and attention to detail resulted in a more satisfying guest experience, fostering loyalty and positive word-of-mouth.
Competitive Advantage: By attaining a Forbes Five-Star rating, the hotel gained a competitive edge in the luxury hospitality market.
