04 May 2012 Towne Park Makes History at Pier 5 Hotel!
Account Manager Paul Goldsholl and his team at Baltimore’s Pier 5 Hotel made history in March when they recorded the highest scoring month for client metrics in the hotel’s history with a 98.2% score!
“It was all about going BEYOND parking cars or loading luggage every shift to directly improve the experience for guests at the hotel,” Paul said. “We instituted required commitments, such as making dinner reservations, sending families with young children to the new pinball museum, handwriting letters to guests for special occasions and using “chin-ups” to create a positive impression with guests who didn’t use valet but still encountered our associates as they came through the doors.”
Additionally, the Pier 5 team was able to achieve their goal of SILVER CERTIFICATION in Franklin Covey’s Four Disciplines of Execution Process.
At Towne Park, we utilize Franklin Covey’s (‘Seven Habits of Highly Effective People’, ‘Time Management’, etc.) unique methodology for strategic execution, internally branded as 4DX. The team’s “Wildly Important Goal” was to increase their guest service composite score from 89.4 to 92 by June 1st. The Pier 5 team was able to reach their goal months early using lead measurements of increasing positive guest comments, valet efficiency and helpfulness of bell staff.
This systematic approach to process improvement and innovation has positively impacted Towne Park in meaningful ways. Around the company, 4DX has successfully resulted in increased client and guest satisfaction, reduced claims and other safety incidents, improved financial performance and enhanced service delivery. As a testament to these results, Towne Park’s success with retrieval time measurement and improvement is featured in a chapter of an upcoming Franklin Covey book.