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Case Study: Boca Raton Resort & Club

Posted by David Dajani on Oct 6, 2015 10:30:00 AM
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Nestled in a Mediterranean inspired historic village and just a few steps from the stunning south Florida coastline, the Boca Raton Resort & Club, A Waldorf Astoria Resort, is a luxurious home away from home. The resort has 11 award-wining restaurants. The Waldorf Astoria Spa has been voted as the number one spa in the country by Condé Nast Traveler's Readers' Choice Awards. The resort is in the TripAdvisor Hall of Fame, receiving outstanding traveler reviews and the TripAdvisor Certificate of Excellence five years in a row.

The resort is spread along 356 acres with two of the finest championship golf courses in South Florida. The 1,047 luxury guestrooms and suites are spread over five separate buildings, making the delivery of consistent high-quality service a challenge in the large spread-out resort.

At the beginning of their day, Room Attendants were handed printed room boards with information regarding their section and specific duties, but routinely faced the challenges of changes from guest requests and room upsells. Radio and phone communication were the only means to relay these room changes, placing a large amount of stress on Housekeeping Managers to track down the room attendants and pass along the room board updates and last minute changes.

Realizing that this method of communication was not suitable, the management team searched for a solution to improve the level of communication and efficiency between staff members. The Boca Beach Club piloted REX® starting the summer of 2013 led by Elizabeth Cortes, Director of Housekeeping at the Boca Beach Club paving the way for the whole Resort and Hilton Hotels Worldwide. With the great success of the pilot and the capabilities of REX® a service optimization solution by Newmarket® designed to intelligently automate the room assignment process, increasing the inventory of clean rooms and providing prompt and time-tailored room cleaning services to guests was a obvious future partnership with the entire Resort.

Today, David Watson, Director of Housekeeping for the Main Resort, says:

“Since we have installed REX®, I have seen a great improvement in the execution of tasks at hand by the team. As a result, we have been able to devote more time to delivering top-quality service to the rooms and less time on the logistics of their schedule. Their work experience is better today than it was yesterday (BTTY)!”


The level of efficiency in dollar savings and gain on value added work has proved invaluable to the Resort. Eli Brewer, the Operations Analyst for the property noted:

“The Resort has found many labor savings through many different aspects of utilizing the tool. These wins have proved priceless for the Resort and its Team.”

Some of the savings and efficiently gains that Eli provided were the housekeeping coordinators now arrive an hour later than previously scheduled because the room assignment process is now totally automated and simplified. Room Attendants arrive in the morning and are assigned a cleaning schedule through their mobile devices. Attendants then update room statuses on the screen throughout the day. Additionally they are also have the capability to automatically report incidents and guest requests. 

On-the-go Supervisors can use their mobile tablet to virtually manage the attendants and room statuses in real-time. They can do this throughout the property without the need to be in the office. Supervisors and attendants can use the text feature for seamless communication.

This real time collaboration between room attendants and supervisors eliminates the non-value added time and allows them to achieve their full yield of efficiently with minimal interruption. Eli continues to say: “The fluidity of this process to the employees is unmeasurable and having the staff appreciate the benefits of REX is priceless.” 

After launching REX® at the entire property, room attendants are more efficient, translating to a 14% increase in productivity and a total labor savings of $136,000 yearly. Eli feels that this improvement is conservative, and believes this productivity will increase additionally as they enter their high season.


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Topics: Service Optimization