Challenge: Continuous Improvement in Service & Style
CHMWarnick is a globally recognized leader in hotel asset management, with more than 60 hotels and $15 billion in its portfolio. After implementing a $30 million renovation and rebranding program on a prestigious historic hotel in Washington, D.C., the firm wanted to advance its strategy of continuously driving value and improving total guest satisfaction on the site.
The hotel was already an active Avendra customer with well-coordinated purchasing programs, but CHMWarnick saw more opportunity. Michael Doyle, Managing Director and Executive VP of CHMWarnick, asked the Avendra Consulting Services team to take a look. “We were already at a good performance level,” said Doyle, “so this was a deep dive into improving margins and asset value.”
Specifically, the firm was looking for opportunities to streamline processes and gain control over rising costs—without compromising the high-level expectations of the luxury brand.
Doyle credits Avendra’s flexible approach with motivating in-house staff and assuring them of continued high quality standards. Any pushback on a recommendation was countered with additional options – and if all else failed, Avendra was willing to conduct blind tests to prove results.