The Challenge:
Katie Schultz, President of Triumph Hospitality, faced a critical challenge as her company expanded. Triumph Hospitality, managing seven hotels with five more in development, needed a standardized system for communication and operations across all properties. The existing setup was fragmented—some hotels used outdated methods like paper logs, while others employed disjointed software solutions. The lack of uniformity made it difficult for the corporate team to stay in sync with on-site activities, leading to inefficiencies and time-consuming back-and-forth communication.
The Search:
Katie spearheaded the search for a solution that could unify and streamline operations. After evaluating five different applications, Triumph Hospitality selected GuestEQ. The decision was driven by GuestEQ’s ability to consolidate multiple functions into a single, user-friendly platform, addressing the specific needs of each hotel while ensuring seamless communication between properties and the corporate office.
Why GuestEQ?
GuestEQ stood out for its versatility and ease of use. Unlike other solutions that focused on individual aspects like preventative maintenance or guest communication, GuestEQ offered an all-in-one platform. This allowed Triumph Hospitality to manage everything from maintenance schedules to guest interactions in one place.
One of the standout features was the multilingual interface, crucial for a diverse team where English isn’t the first language for many employees. The intuitive design, reminiscent of social media, made it easy for staff at all levels to adopt the new system with minimal training.
The Implementation:
The onboarding process, although extensive, was made smooth by the hands-on support from GuestEQ’s team. Triumph Hospitality rolled out the system across all hotels simultaneously, and the GuestEQ team was instrumental in customizing the platform to meet specific needs. Even when modules for housekeeping and preventative maintenance were still under development, the ongoing support and rapid response to feedback ensured that any issues were quickly resolved.
The Outcome:
The implementation of GuestEQ transformed daily operations at Triumph Hospitality. The platform’s centralized communication feature reduced the flood of emails, saving time and reducing frustration. Maintenance schedules became uniform across properties, and the ability to track tasks in real-time provided transparency and accountability.
Staff feedback has been overwhelmingly positive, with general managers appreciating the streamlined processes and the reduction in manual tasks. While there was some initial resistance, especially from maintenance teams more accustomed to hands-on work, the introduction of larger tablets and additional support helped overcome these hurdles.
Conclusion:
GuestEQ has not only solved the operational challenges Triumph Hospitality faced but has also provided a scalable solution that will support the company’s growth. Katie Schultz and her team are now more connected, efficient, and prepared to manage the complexities of an expanding portfolio. For Triumph Hospitality, GuestEQ isn’t just a tool—it’s a game-changer in how they operate their hotels.
Client Quote:
“GuestEQ has been a game-changer for us. It’s transformed the way we operate by bringing everything we need into one platform. The ease of use and the responsiveness of their team have made all the difference, allowing us to focus on what truly matters—providing an exceptional experience for our guests.” – Katie Schultz, Triumph Hospitality
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