Sofitel Philadelphia Case Study
The owner of the Sofitel Philadelphia, PebbleBrook Hotel Trust, a major Real Estate Investment Trust (REIT) specializing in hospitality, had always been supportive of technology investments that could deliver measurable ROI results. When they suggested a beverage monitoring system for Liberte, the initial reaction was sincere skepticism. Any technology visible to a guest was potentially in conflict with a carefully sculpted customer service culture. Any technology that dropped an additional burden on managers from a system management perspective was doomed given the existing responsibilities of management. Any technology project that depended upon corporate IT support and certification to deploy was not going to happen given other priorities. And finally beverage costs were on budget. The finance side wondered how much better the numbers could get?
The target ROI Result for the project was a 2 point beverage cost reduction. 90 Day rolling average analysis shows an almost immediate and sustained beverage cost drop that commences at the time of the project. Beverage costs are down. Pouring consistency has improved and therefore guest experience is improved. Revenue control is now in place insuring drinks poured become drinks sold. But the most important objective was to accomplish these goals in a way that was positive for the team and did not negatively impact guest experience. The project is a success.