•Inconsistent methods for managing operations and communication across portfolio of hotel brands.
•Shift-to-shift notes were unorganized, inconsistent or non-existent.
•Guest information was getting lost and there was poor communication between shifts.
SolutionsThe Managers Red Book
•The Manager’s Red Book provided detailed, step-by-step task-lists specifically for hotel operations.
•The Manager’s Red Book gave Colwen Hotel Management and its hotel managers a uniformed system to track performance.
•Off-the-shelf playbooks improved access to information, communication, and created a culture of accountability between departments.