Hotels & Hospitality

THE HOTEL WILSHIRE

A KIMPTON BRAND HOTEL
Los Angeles

OVERVIEW/CHALLENGE

The Kimpton Hotel Wilshire is an urban, modern and stylish boutique hotel situated on LA’s miracle mile and is favored for its rooftop pool, trendy restaurant and luxe location near Beverly Hills and the Sunset Strip.  Under new ownership, Hotel Management was working hard to elevate the property and improve the guest experience.

The hotel had been using a large national parking operator who was struggling with the 1st impression and providing a mediocre level of service. The parking company also prioritized its profits over service, with a contract which incentivized them to minimize staffing at the expense of guest service levels. Parking staff were unmotivated which resulted in lackluster 1st impressions.

SOLUTION

Signature Parking was hired and immediately set out to elevate the arrival and departure experience by hiring an entirely new valet parking and bellman staff and coaching them up with The Signature Way, our industry leading training and development program. Staff were incentivized and empowered to deliver a more personalized and authentic level of guest service and staff uniforms and appearance standards were given a major upgrade.

RESULTS

The Hotel Wilshire hired Signature Parking to improve the guest experience and Signature delivered. Almost immediately, the hotel noticed a major increase In positive comments from guests about the friendly and helpful valet and bellmen staff. As proof, the hotel saw a huge jump in positive reviews about the department on Trip Advisor

“The guest’s arrival and departure experience went from being a huge hassle and pain point to being a high touch, high engagement department of the hotel”, says Jordan Tillotson, Regional Manager for Signature.

Additionally, Signature implemented revenue and labor auditing practices to ensure the department was operating efficiently and the hotel was maximizing its revenue potential.  The end result is a valuable new revenue stream and a service partner who is helping the hotel reposition itself as one of the premier beachfront properties in Santa Barbara.

My experience with Signature Parking has been extremely positive. Our previous valet parking operator did not pay much attention to our location and the lack of service was hurting our online reviews and brand audit scores.  Switching to Signature was a great decision for our hotel. They ensured a seamless transition, and the level of guest service improved dramatically literally overnight.  They treat our business like a true partnership and ultimately add more value than other parking companies we have worked with. Everyone from the management down to the front line are incredibly friendly and our guests really appreciate their warm and welcoming service.

-GENERAL MANAGER