CASE STUDY

Resilient, Responsive Operations in Times of Uncertainty

At the River Terrace Inn,
A Noble House Hotels & Resorts Property

Building a Resilient Operation

In times when it becomes necessary to run with a lean staff, hotels must be more efficient and empower both guests and staff with self-service tools.

From a global pandemic to a rash of wildfires, here’s how the ALICE Platform has empowered Noble House  Hotels & Resorts to build a dynamic and resilient operation, prepared for anything that comes its way.

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Uncertainty from all directions

Like so many hoteliers during and after the pandemic, Steven Marais has been working overtime to maintain operations amidst an unpredictable global downturn.

Then there were the 2020 California wildfires. In one evening, the hotel jumped from 0% occupancy to 100% -- while everyone was sleeping.

As evacuees turned the hotel into temporary homes, the rooms were getting far more use than usual. Staffing became an issue, as did housekeeping related to extended stays.

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Optimizing With ALICE

With less staff on hand, Noble House Hotels & Resorts used ALICE Housekeeping to optimize each day’s room assignments and maintain cleanliness standards -- while still delivering on guest expectations during this unexpected surge.

Steven and the Noble House Hotels & Resorts team took flexibility a step further by focusing on cross-functional training and used ALICE to keep workflows organized. Training staff across different departments of the property gives them the flexibility to assign people based on operational needs. ALICE’s unified messaging platform keeps staff organized, connected, and in communication with each other and guests.

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By leveraging ALICE to boost staff productivity and increase guest satisfaction through streamlined communication, Noble House Hotels & Resorts found its groove.

With less staff to serve guests, and external circumstances changing daily, it’s been a crash course in streamlining hotel operations management. Hotel operations have become leaner - and better - by necessity.

Enable lean hotel staff to do the most impactful work. Download the Case Study now.

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