Services Provided: Brand transition support, service assessments, hiring support, service coaching
Proper Hospitality is a group of innovators in the industry. Founded by the same people that started Viceroy Hotel Group, they are dedicated to creating a strong hotel concept from the ground up. One of their first steps was expanding their Avalon Hotel brand beyond its original Beverly Hills location. Part of this expansion included taking on the daily operations of their owned properties from another management company.
Urchin Workshop was able to provide support during this transition to maintain a high level of guest satisfaction, while helping employees to learn about their company culture. To do this, we first worked to understand how Proper was different from other hotel groups so we could communicate this to employees in small, collaborative sessions. One big message was how much freedom each employee now had to customize their interactions to be truly engaged in the guest experience. After, we worked with each department individually to provide coaching to individuals so they could stay focused on providing that same intuitive service. Employees were also able to provide valuable feedback to their leadership to help improve the operation overall and support the brand vision.