NOMINATION APPLICATION 2012 MEETS DESIGN EXCEPTIONAL … · GUEST RESPONSES GUeSt ReSponSeS...

RADISSON PLAZA HOTEL & SUITESKALAMAZOO • MICHIGAN

MEETS

EXCEPTIONAL SERVICE

WHERE EXCITING

DESIGN

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PERenovation Scope

oveRvieW oveRaLL totaL Spent: $16,516,296

“It’s tIme to Improve on some of our products and delIverIes based on guest feedback. from a desIgn aspect, we are movIng towards a

modern feel that wIll fInally match our exterIor.”

tIm rayman, general manager of the radIsson plaza hotel at kalamazoo center

The Radisson Plaza Hotel at Kalamazoo Center began its pursuit of fulfilling Ambition 2015 beginning early 2011 by identifying key areas that needed an innovative refresher specifically the ballroom, meeting spaces, lobby, front desk, concierge lounge and all guest rooms. The design we selected for this renovation is the Urban Package Design from Carlson. In addition we used a variety of local artists art work to decorate the guest rooms and common areas to represent the rich local culture we have in Kalamazoo.

In addition to the renovation design plans, we created a communications campaign called Pardon Our Progress to provide a structure around how we communicate about the renovation to our guests and associates. The theme was inspired by Raj Rana, vice president of Franchise Operations, Radisson, Americas, during the Carlson Hotels Business Conference in 2011. His thoughts on the urgency to press forward as part of Ambition 2015 truly resonated with our leadership team and made ‘Pardon Our Progress’ our theme to meet that goal. Read more about our campaign in the ‘Our Journey’ section towards the end of this document.


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PERenovation Scope

338 GUeSt RoomS & SUiteS TOTAL: $8,632,006o Wall Coverings and Carpeto Lighting, Ceiling Work and New Mirrors in Bathroomso Furniture, Art and Linenso Lightingo Flat Screen Televisions, iPod Docking Stationo Removed a Half Wall in Each Room to Create More Visual Spaceo Added Laptop Safes and Fridges in Each Roomo Remodel of Concierge Lounge which included:

• Removing Adjacent Sleeping Room to Add More Space• Flat Screen Televisions• Furniture and Art• Improved Seating and Bar Counter• Wall Coverings and Carpet

BEFORE AFTER

BEFORE AFTER

TWO DOUBLE BEDSGUEST ROOM

CONCIERGE LOUNGE


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PERenovation Scope

FRONT DESK | LOBBY | MEETINg SPACE totaL: $4,656,115o Three (3) Pod Style Front Deskso Additional Pod for Bellstando Additional Digital Signage and Improved Directorieso additional Seatingo LED Lighting and Treatmentso Stone Feature Wallo Furniture and Arto greeneryo Improved Signageo Wall Coverings and Carpeto Flat Panel Televisionso Remodel of 17 Meeting Rooms which included:

• Wall Coverings and Carpet • Furniture• LED Lighting • Art• Flex Back Banquet Chairs

LOBBY AREA

STONE THEATER

BEFORE AFTER

BEFORE AFTER


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10,000 SQ-FT BALLROOM TOTAL: $2,108,923o Wall Coverings and Carpeto New LED Lighting Systemo Two (2) One-of-a-Kind Chandelierso New Sound Systemo New Audio Visual Packageo Fly Anchorso Bar/Registration Pockets Created in Entranceso New Podiumso Three (3) Projectors Mounted in Ceiling o Ballroom pre function space which included:

• Semi Private Space Dedicated to Pre Function Space• Filled in a Portion of the Lobby Level Floor to Create a Built In Coat Room• LED Lighting Features• Wall Coverings and Carpet• Art Work

ARCADIA BALLROOM

BEFORE AFTER


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GUeSt ReSponSeSMEDALLIA The Radisson Plaza Hotel at Kalamazoo Center has always taken pride in ourselves on our customer service. We are really excited to see the energy and excitement that this property improvement plan has given to our associates. As you can see this reflected in the Medallia Scores presented.

In August 2012, the first month our lobby/check-in area was complete, we received our best gSI, SPI, LPI and PPI scores in the last 36 months! This is exciting to see numbers top 9.0 for our company compared to the past where we averaged a gSI score of 8.54 in 2011 and 8.41 during the property improvement plan. We continue to see great success after the property improvement plan and our gSI scores for the 4 months following August have been 8.81 with our PPI being 8.83. Problem Incident Rates have remained lower than Radisson average and our Problem Resolution rates remain strong.

ProDUct Performance inDexPERIOD TIME FRAME SCOREBefore 11/30/2010 - 11/30/2011 8.54 During 12/1/2010 - 8/1/2012 8.41After 8/1/2012 - 11/30/2012 8.83

gUest satisfaction inDexPERIOD TIME FRAME SCORE Before 11/1/2010 - 11/30/2011 8.57During 12/1/2010 - 8/1/2012 8.37After 8/1/2012 - 11/30/2012 8.81

Problem inciDences ratesPERIOD RECEIVED RESOLVEDBefore 29.1% 46.5%During 36% 36.8%After 30.6% 46.6%

ExAMPLES OF guEST COMMENTS

concierge member:“I’ve been staying at the Radisson for the past 10 months. I’ve seen staff come and go and lived through the entire renovation of the property. My departure from AZO on 8/16 was hindered by inclement weather resulting in a probable missed connection in Detroit. Rather than go to Detroit and take my chances on both a flight and a hotel, I chose to book an additional night at the Radisson - in my mind second only to being at home in my own bed! I think that’s a great testament to the Radisson and team of folks who work there. I will fail miserably if I try to mention everyone by name, however, there are exceptional people working at the Radisson from the front desk to the 9th floor lounge to the housekeepers and bellmen. Everyone puts their best foot forward - and that makes a big difference to those of us who leave our families and friends every week!! Thank you!”

base member: “We stayed on the 9th floor and our room was lovely. The concierge lounge was fabulous and the girl working there was so nice and accommodating!”


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MORE ExAMPLES OF COMMENTS

base member:“We very much enjoyed our stay. The new renovation was excellent, the room was very nice and comfortable. The staff was pleasant, helpful and intent on making our stay worthwhile. I decided to contact the staff about the two issues noted above because I felt the staff was very engaged with the guests, and would want to know any concerns or problems - that is not always true in other hotels. My wife and I will return and enjoy the Radisson in Kalamazoo in the future.”

base member:“I am quite pleased with all the renovations that have taken place over the past year. The lobby renovations and this past trip took me to 8th floor and WHAT AN IMPROVEMENT to the rooms and the new Televisions.”

base member:“The renovations are beautiful. Everyone was very professional and friendly and especially helpful with directions. We stayed there on leisure using my points collected from business trips and were treated very well. I like this hotel, it is very convenient to downtown and walking in the city in the evening felt safe. We enjoyed our stay.”

client feeDback:“The newly renovated Kalamazoo is incredibly impressive. Although the hotel was high quality before, this has broughtnew level of vibrant style to match the incredible staff personalities. The investment the organization has made intokeeping the property current for the needs of their guests is unmatched. This property continues to provide top notchservice and now has updated the interior to match!” - natalie PoPP, HUmanex VentUres

“The recent renovations to the Radisson Plaza Hotel in Kalamazoo have completely changed the physical experience ofhosting a corporate event. Our recent Spring Summit was held in one of the newly renovated meeting rooms and thedifference was amazing. The technological upgrades allowed our staff working across the country to virtually participatein our meeting (an option we’ve been working on for two years). The room configuration possibilities made for anengaging conversation with our staff instead of a presentation from a podium. The aesthetic changes throughout theproperty are inviting and fresh. While the unwavering commitment to excellence from greenleaf Hospitality’s staffcemented our relationship many years ago, the recent renovation to the venue encourages us to book the majority of ourevents there in the future.” - laUra tomion comerforD, csm groUP


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Retention & RecRUitment

IMPACT ON EMPLOYEES based on data collected by our company, we found that the renovation had little change to our already impressive retention and recruitment of associates. However, we are confident that in the months to come the impact on recruitment will rise. Comparing directly with 2012 Industry Averages noted below provided by the Society of Human Resources Management, as a company wide we fared approximately 15-20% better than the industry standard in terms of turnover rates.

tUrnoVer peRcentaGeS

Year 2011First Quarter Radisson 9.87% gHg Total 8.40%Second Quarter Radisson 11.16% gHg Total 11.90%Third Quarter Radisson 7.32% gHg Total 6%Fourth Quarter Radisson 7.81% gHg Total 11.70%

Year 2012First Quarter Radisson 7.65% gHg Total 9.20%Second Quarter Radisson 13.83% gHg Total 15.40%Third Quarter Radisson 7.65% gHg Total 10.06%

cUmUlatiVe Year oVer Year comParison

Year 2010 Radisson 34%Year 2011 Radisson 36%2012 YTD Radisson 22%

Legend Notes: GHG Greenleaf Hospitality Group YTD Year To DateRadisson Refers to Radisson Plaza Hotel at Kalamazoo Center

TIME TO FILL

goal: 21 days or less Based on World Class metric based on Towers Watson

Year 2010YTD Average 17 days

Year 2011First Quarter 12.5 daysSecond Quarter 16 daysThird Quarter 14.1 daysFourth Quarter 17 days

Year 2012First Quarter 15 daysSecond Quarter 16.8 daysThird Quarter 19 days

gHg TuRNOVER COMPANY WIDE 34%

2012 INDuSTRY TuRNOVER AVERAgESRestaurant Industry 113%Hospitality Industry Hourly 50% | Management 25% Source: Society of Human Resources Management


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SFINANCIAL BENEFITS

IMPACT ON BuSINESS

AVERAgE DAILY RATE & OCCuPANCYAs we leap out of the Property Improvement Plan we expect to have significant impact on our RevPar. In the round, we increased our ADR in 2012 by $2 per occupied room and we managed flat occupancy during the year when most of the time we had a floor out of inventory due to improvements. From our Top 5 Accounts (Pfizer, Stryker, Kellogg, Eaton and Bronson Hospital), we saw an increase of $3.80 per occupied room. As we wrap our 2013 RFP season, we have seen an additional 4% increase in accounts, gaining great growth in our Top 10 Accounts.

neW accoUntS WonIn the Kalamazoo market and in Southwest Michigan, the Radisson Plaza Hotel at Kalamazoo Center is already positioned as the premiere place to stay and meet. There has not been any significant transient accounts added to the Kalamazoo market or to the Radisson.

This year, half way through improvements, we were awarded ORgPRO 2013 from MSAE (Michigan Society of Association Executives) for June 2013 - a $95,000 booking. This is the premiere group consisting of association and government groups that plan events all throughout the state of Michigan. More importantly it gets all of the state association decision makers into our newly renovation property at the ideal time to see our improvements.

gROSS OPERATINg PROFIT LINE2012 was a phenomenal year of growth for us in gross operating profit line. Year to date through November 2012, we have seen an increase in our total Pre-Tax Profits of $912,600 or 41% increase year-over-year. We have completed an aggressive budget for 2013 that will grow Pre-Tax Profits by 58% more. This will be the first time EVER that our owner will receive a check from the business.

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PARDON OuR PROgRESS Throughout the renovation, collectively as a company we came up with a lot of different innovative ways to engage our guests. We created a communications campaign called Pardon Our Progress, affectionately known as POP, to help our associates address inquiries that our guests may have during our improvement plan. A POP committee was assembled that comprised of both managers and hourly associates from the hotel operations division to brainstorm as well as execute different aspects of the communications campaign. The campaign itself comprised of six core pieces: Visual Branding, POP Col lateral , Website , Social Media, Publ ic Relat ions and Creative Communication Ideas .

VISuAL BRANDINgThe POP committee felt very strongly that we needed to brand the communications campaign visually with a logo that would be used on every collateral piece and also serve as a conversation piece. The final design depicted below reflects a traffic light sign with a variety of bright colors that captures the essence of what we were trying to convey throughout the renovation. More specifically, when people think of renovations or even construction their first thought might be an orange construction cone and perhaps something that alludes to the effect of unavailble for activity or business. With a traffic light symbol we wanted to communicate visually the ebb and flow of our renovation goal and more importantly it will be a continuous flow with minimal interruptions similar to cars at a traffic light intersection.

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pop coLLateRaLIn order to ensure the communication was consistent across the board we used the POP logo on new pieces of collateral that ties directly to the renovation. For example, we created a number of signages both large and small to help direct guest traffic but also as a tool for our various units to use to keep guests posted that a particular amenity is out of service temporarily and a date as to when it will be available again. We found this to be extremely useful in communicating consistently across the board regarding the renovation and also keeping our guests informed.

Complementary to those signages, we created a designated Making It Right log book and coupon tear off sheets to track how we were addressing incidences guests had that related specifically to the renovation. The log book was also a quick tool to help facilitate a more positive experience for our guests.

Furthermore to encourage communication with guests regarding our property improvement plan and our goals, we made 1” buttons that was distributed to all associates to wear during the entire renovation period as a conversation starter. The buttons gave us a way to share our story about the renovation and also influence public opinion that we are improving our hotel

to better serve our guests needs. It was a positive experience and also a great way to unite our associates in supporting our Pardon Our Progress campaign.

Date posted:________________________________Contact person:_____________________________Contact number: 269.343.3333Estimated repair date & time:________________Explanation: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

TEMPORARILY OUT OF SERVICEOLD BURDICK’S RESTROOMS

TEMPORARILY OUT OF SERVICE

LOBBY RESTROOMS ARE AVAILABLE BY THE ARCADIA BALLROOM

LOCATED PAST THE ESCALATOR ON THE RIGHT

DETOUR

PLEASE VISIT WWW.RADISSONKZOO.COM FOR MORE INFORMATION ON THE RADISSON IMPROVEMENT PLAN

Please use alternate route

MAKING IT RIGHTDATE: TIME: UNIT PRESENTING COUPON

GUEST NAME: ROOM# TELEPHONE#

ADDRESS: E-MAIL

DESCRIPTION OF INCIDENT OR SITUATION

RESOLUTION $$ VALUE (IF APPLIC)

ASSOCIATES NAME: SIGNATURE:

GUEST NAME:

DATE: ROOM#

REDEEMABLE FOR:

$$ VALUE (IF APPLICABLE)

UNIT PRESENTINGTHIS CERTIFICATE

ASSOCIATE NAME:

ASSOCIATE SIGNATURE:

MANAGERS INITIALS REQUIRED FOR ALCOHOLIC BEVERAGES



ADDRESS: E-MAIL




GUEST NAME:

DATE: ROOM#

REDEEMABLE FOR:



PRINT ASSOCIATE NAME:





ADDRESS: E-MAIL




GUEST NAME:

DATE: ROOM#

REDEEMABLE FOR:



ASSOCIATE NAME:



Small POP signs to indicate temporary inaccessibility

Large POP directional signs

POP Buttons Making It Right Log Book Coupon

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WEBSITE & SOCIAL MEDIAToday’s tech-savvy guests proved important that we needed to utilize the web and a variety of social platforms to engage with our guests and community at large regarding our progress.

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PuBLIC RELATIONSToday’s tech-savvy guests proved important that we needed to utilize the web and a variety of social platforms to communicate

Courtesy photo

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Monday, 16 April 2012 14:21

Greenleaf seeks modernization at Kzoo RadissonWritten by Elijah Brumback

KALAMAZOO — The “Pardon Our Progress” signs are up at the Kalamazoo Radisson Plaza Hotel & Suites as it undergoes a massive remodel — a first for the guest rooms in almost 10 years.

Growing out of a corporate branding initiative that began in November 2010, Radisson’s “Ambition 2015” project has set out $1.5 billion for its North American hotels alone.

“This initiative raises the game of the service levels and products provided by the Radisson properties in the U.S.,” said Tim Rayman, director of hotels for Greenleaf Hospitality Group, which

operates the Kalamazoo facility. “Looking at occupancy and traffic, we decided it was time to update our product.”

Rayman said the hotel, while modern on the outside, was a little outdated and worn inside. The renovations include all the hotel’s guest rooms, meeting rooms, the lobby and front desk, the ninth floor

concierge lounge as well as the Arcadia Ballroom. With the work roughly 30-percent done, Rayman said the company anticipates completion in December.

“When it comes to the ballroom, it’s going to put us back on the map as one of the nicest spaces in downtown Kalamazoo,” Rayman said. “There is increased competition all the time. Reinventing

yourself is important to being a leader in the industry.”

Rayman said trends in LED lighting, increased technology and more personalized experience are leading the design concepts in hospitality. He said the company is trying to make as many green and

energy-conscious decisions as it can. He said the use of LED lighting and new ductwork will help with energy costs.

One major change is the creation of several pod stations where guests will be able to check in.

Rayman said a lot of hotels undergoing a remodeling project are switching to the pod station model because it makes registration for guests a more comfortable, private and personalized experience.

“What this allows us to do is improve our customer service cores,” he said. “Customers are becoming smarter, and smarter travelers are looking for the newest innovations. They want more value at

the price point they pay.”

Beyond keeping up with the “constant change” of guest expectations, Rayman said the company’s key challenge is keeping the hotel running smoothly throughout the construction process.

In hopes of engaging potential clients for use of the new facilities, the hotel has started tours of the construction and has plans for several unveiling events throughout the year.

Rayman said the budget for the project is still up in the air, and the company is not ready to announce project costs just yet.

M.W. VanderVeen Co. is the construction management firm on the project. The company previously performed renovations for Greenleaf Hospitality in 2002.

“Obviously, the largest challenge on our part is making sure the work is done in sequence,” Jerry VanderVeen, president of M.W. VanderVeen Co., told MiBiz. “Our goal is to be least disruptive to the

day-to-day operations.”

VanderVeen said the guest rooms are renovated floor by floor, starting with the top floor and working down. Each floor is on a seven-week to eight-week cycle. Crews recently started work on the

seventh floor. He said about 20 different subcontractors are working on the project, with about 30 to 40 crew members working onsite each day.

“The rooms look similar to the Radisson Blue in Chicago, which is one of (Radisson’s) flagship hotels,” VanderVeen said. “The changes are going to give the hotel a more urban, European feel that’s

kind of a trend in hospitality right now.”

Lundwall Låstbom Design & Procurement, an interior design firm from Sweden with a U.S. base in Minneapolis, is responsible for the room design.

“With a high design project like this, it’s got to execute well,” VanderVeen said. “It’s very schedule-driven, and there is a lot of repetition when you’re renovating rooms.”

From a logistical standpoint, VanderVeen said design planning and mockup are key because the goal is to take rooms out of service and put them back in service as quickly as possible.

Last modified on Saturday, 11 August 2012 09:49

Greenleaf seeks modernization at Kzoo Radisson http://mibiz.com/news/design-build/item/19585-greenleaf-seek...

1 of 2 12/20/12 7:29 PM

Gazette File

Hub of activity: The Radisson Plaza Hotel & Suites is a major hub ofactivity for dozens of organizations. On June 30, the Kalamazoo RotaryClub worked with the Kalamazoo Regional Chamber of Commerce tobring Michigan Gov. Rick Snyder to speak.

Courtesy Photo

New look: Renovatedrooms at the RadissonPlaza Hotel & Suites indowntown Kalamazoo willhave this brighter newlook, with flat-screen TVs,

Renovating the Radisson; Upgrades begin Monday onKalamazoo's central hub of business activityPublished: Sunday, November 13, 2011, 12:53 PM Updated: Sunday, November 13, 2011, 1:59 PM

By

Al Jones | [email protected]

KALAMAZOO — When Tim Rayman looks

through the lobby at the Radisson Plaza

Hotel & Suites in downtown Kalamazoo, he

sees “traditional.”

The furniture, the earth-tone colors, the

long front desk “have a very traditional

design,” he says.

The exterior of the 341-room hotel, retail

and conference center — which continues

to be a major center of activity for

business and organizations — has a

shining silver/blue facade with light-

reflecting towers, a more contemporary

look, says Rayman, who is director of

hotels for Greenleaf Hospitality Group.

But starting Monday, one will begin to catch up with the other.

“Now we’re going to give a lot more of a contemporary look to the inside,”

Rayman said. “... We’re finally going to kind of match the inside to the outside

of the building.”

Greenleaf Hospitality, which owns the Radisson and the Holiday Inn West in

Oshtemo Township, and which is, itself, principally owned by local businessman

William D. Johnston, will begin extensive renovation work that will cost

hundreds of thousands, if not millions, of dollars. Rayman declined to provide

an exact cost.

http://blog.mlive.com/businessreview/western_impact/print.htm...

1 of 4 12/20/12 7:29 PM

MiBiz Kalamazoo Gazette/MLive.com

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CREATIVE COMMuNICATION IDEASART HOP COLLABORATIVE PIECE used this as an opportunity during the height of our renovation to draw guests attention to an amazing collaborative art piece that brought 17 local artists together to work on this.

HARD HAT TOuRS current and prospective clients were taken on tours of renovation sites.

noiSe signage encouraging guests to get complimentary ear plugs at the front desk during the height of our renovation progress.

BALLROOM BANNER promoting a reimagined space to encourage prospective wedding bookings.

KEY ENgAgEMENT EVENTS100 WEST CONCIERgE LOuNgE REVEAL more than 100 local business and community leaders were invited April 2012 to see the newly improved concierge lounge as well as a tour of the newly renovated guest rooms.

BALLROOM REVEAL more than 250 guests comprised of our corporate clients and business community partners were invited September 2012 to celebrate the reveal of the reimagined Arcadia Ballroom.

LITTLE BLACK DRESS PARTY more than 350 local fashion afficionados were invited October 2012 for a fashion show night out hosted by the Radisson Hotel with outlets within the hotel Sydney Fashions, Zazios Italian Restaurant + Bar and Idun Spa Salon. This was an opportunity to show the general public our reimagined Ballroom and also feature some of its upgrades such as the chandelier and audio-visual capabilities.

LaRGeSt netWoRKinG event more than 500 local business professionals were invited November 2012 to attend a special networking event that gave our sales associates the opportunity to provide tours of the guests rooms and keep us top of mind for future events and meeting spaces.

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