Hotels & Hospitality

CANARY HOTEL

A Kimpton Brand Hotel
Santa Barbara, California

OVERVIEW/CHALLENGE

This Spanish colonial Santa Barbara boutique hotel gem
is located just steps from lively State Street, the heartbeat
of Santa Barbara. Guests step inside the Canary and are
transported with an authentic local ambiance that artfully
combines Mediterranean roots and contemporary
California style. In 2008, Kimpton hotels & restaurants
brand purchased the aging property and embarked on a
plan to greatly improve the guest experience and overall
quality of services which was lagging under previous
ownership. To help with the all-important first and last
impression, Kimpton turned to Signature Parking to
enhance service levels and meet payroll savings goals.

SOLUTION

Signature Parking solved these challenges by aligning our
team with the internal guest service standards of
Kimpton Hotels. Classroom training was provided to
further help our team members embrace and execute
these detailed standards and become an extension of the
hotels brand and service culture. Additionally, the
Signature management team implemented labor auditing
practices and measurement tools to help our front line
parking manager meet the hotels budgeted goals and
improve the departments revenue performance.

RESULTS

Based on Kimpton secret shopper scores, the Signature valet and
bellman team at the Canary now consistently rank in the top 5% out
of 65 Kimpton Hotels in terms of guest arrival and departure
experience.
The valet and bellman team at the Canary Hotel have become
another success story showcasing the Signature brand promise
which combines a unique culture of service philosophy with the right
people, training and execution. “Our company is a perfect match for
smaller boutique hotels brands such as Kimpton where natural,
genuine and personalized service is paramount” says Michael
Holmstrom, founder and president of Signature Parking.
Guests consistently rave about the front door valet and bellman team
at the Canary on important booking and review websites such as Trip
Advisor, Hotels.com, and Yelp. Management now views their partnership
with Signature as an asset which helps them build and maintain
guest loyalty.
As an added bonus, the Signature management team was able to
increase the hotels parking revenue stream by meeting cost savings
goals in budgeted labor. Signature also negotiated some important
off-site parking leases which provided the hotel with much needed
parking inventory and helped increase the hotels overall parking
RevPAR.

“I’ve lead hotel teams all over the country and never have I had a parking partner as dedicated to the guest experience as our Signature Parking team is. The level of service our guests experience is far more engaging and reflective of a luxury hotel than any other valet partner I can think of, and the way Signature’s leadership team has been so flexible with our needs makes them a pleasure to work with. The Signature team at the Kimpton Canary has become part of the family here and we and our guests very much appreciate the”partnership.”
RYAN PARKER, GENERAL MANAGER