CASE STUDY

Colwen Hotels

CHALLENGES

  • 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.

BENEFITS

  • 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.

Colwen Hotels & HotSchedules

Since its entry into the lodging space in 1998, Colwen Hotel Management has been developing and growing one of the most successful portfolios in the northeastern United States.

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“The Manager’s Red Book® really empowers everyone to plan ahead and focus on opportunities to give guests the best experience possible.”

-Kara Childs, Regional Operations Manager, Colwen Hotels

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