For keeping it real and fun, we wanted to share a little insight into one of our most fun projects – one that was Eau-mazingly successful, because of its realness and authenticity.
In recent years, there has been a shift toward luxury 5 star boutique hotels and the UK-based Lewis Family Trust (known for their global property portfolio and owners of River Island) wanted to move into this market with their property in Palm Beach, Florida.
For 10 years, the Eau Palm Beach Resort & Spa property was managed by Ritz Carlton with an established market position, returning guests and high employee loyalty. In mid-2013, the Lewis Family Trust took on the management of the property with the directive to create a unique, new-fashioned luxury experience.
In moving to this new name with its own style of luxury, (oft described as ‘whimsical’) the Eau Hotelier population were worried – how could they bring this new and unfamiliar brand to life, whilst still achieving the 5-star, 5-diamond ratings they had previously scored?
We started with the launch of the new values: Hoteliers, Integrity, Authentic, Intuitive and Goosebumps and an Eau-mazing staff event – think infused water, colourful cupcakes, team activities and the celebrity treatment for all staff.
After this, we explored the values, one at a time, across the entire population. ‘Hoteliers’ looked at empowerment and personal responsibility. ‘Integrity’ was about delivering on promises. ‘Authentic’ connected the Forbes standards to their greater purpose; infusing that Eau new-fashioned-luxury touch in achieving the rating. ‘Intuitive’ looked at how asking the right questions and being attentive (in the right kind of way) could help guests feel at home and offer a seamless experience. Culminating in ‘Goosebumps’; Bridge worked with the team to put all the values into action to create unique, personalised ‘goosebump’ moments for each guest experience, leaving a long-lasting impression and leading to guest loyalty.
Why was this project so fun? By tapping into the stories, talents, hobbies and uniqueness of each and every Hotelier, we were able to bring their individual authenticity to the table as part of the guest experience. And Eau-mazing characters they were – see our video below!
In 2016 Bridge Training & Events won silver at the UK Employee Experience Awards for Business Change or Transformation for their work at Eau Palm Beach Resort & Spa.
The hotel’s short-term goal was achieved within the first full year of operation, when they received the coveted #1 ranking on the Condé Nast Top 25 Resorts in Florida Readers’ Choice Awards.
Contact me on sharn@insidebridge.com for a copy of the case study.
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