2016-2017 Greystone Hotels 2016-2017 "President's Letter"

About 10 month(s) ago by GSH Marketing
Dear Associates:
Thank you all for your hard work and dedication in 2016. Your commitment and efforts ensure that we deliver on our promise to each and every guest that they will Experience Exceptional Service is what distinguishes each Greystone Hotel from its competitors and is the reason guests provide such positive feedback on TripAdvisor and other travel blogs. Your dedication to sharpening your skills through quarterly signature trainings and ongoing coaching calls has enabled us to achieve exceptional results, both in Signature scores and on TripAdvisor. In particular, the teams at the Elan Hotel, Empress Hotel and TownePlace Suites led the company with the top three year-end Signature scores of 91.4%, 88.6% and 85.8% respectively. On TripAdvisor, Hotel Los Gatos finished the year ranked #2, the Empress finished at #3, and the Inn at Union Square and Elan Hotel each finished the year at #5 in their respective markets. Congratulations to the associates at each of these Hotels for your exceptional results this year.
We started the past year off with a great deal of excitement surrounding Super Bowl 50 in San Francisco. With the game being played at Levi’s Stadium in Santa Clara and Super Bowl City being located right outside of the Ferry Building, just down the block from the Hotel Griffon, we were right in the middle of all the excitement. Some lucky associates at Hotel Griffon even got the chance to see the famous Budweiser Clydesdales up close.
Immediately following the Super Bowl, the Inn at Union Square commenced a major renovation program, with a design based on the famous, traditional mansions of San Francisco. One of the city’s great patrons of the arts, Alma Spreckels has provided the inspiration for the design, and in honor of Alma, the penthouse suite has been named the Alma Spreckels Suite. The hotel was closed from February through May during which time the elevator was modernized, a model guest room was completed and all the guest bathrooms were renovated. As 2016 ended, the renovation project was completed. All the guestrooms and suites, as well as the lobby and other public spaces were completely renovated. With the Inn’s renovated guest rooms, bathrooms, lobby and public spaces, when combined with our exceptional service levels, I can confidently state the Inn at Union Square is the finest small hotel in San Francisco
In 2016, we commenced a multi-year major renovation program at The Bristol Hotel in San Diego. The design theme for the Bristol renovation is modeled on the fabulous 1960s, emphasizing San Diego’s beach and music culture. The ninth-floor ballroom is being converted into 12 additional rooms and suites and a fitness center. The remaining 102 guest rooms and bathrooms are being fully renovated, the meeting space on the second floor is being expanded and the lobby is being converted into a lively place to meet, relax or work with the addition of bar. When the Bristol renovation is completed later in 2017 it will be a wonderful modern day interpretation of the 1960s.
Finally, the Best Western Seven Seas is also undergoing a multi-year renovation project. This past year saw the renovation of the lobby, café and lounge, guest laundry area and employee break area. In the current year, upgrades are being made to bring new artwork, lighting, headboards and seating to guest rooms. The exterior of the buildings are being upgraded with standing seam metal panels for a more modern look, new paint, new railings on all second floor levels and staircases and new sidewalks throughout the entire property.
In 2017, we will commence renovation projects at the Fairfield Inn and Suites and Elan Hotel. We are also planning a renovation of the lobby of the King George Hotel to complement and enhance the rooms, bathrooms and corridor renovations that were completed in 2015. Like the lobby renovation at the Bristol Hotel mentioned above, the King George lobby will become a lively place to meet, relax or work.
As hotel owners and operators, we are committed to reinvesting in renovations and upgrades to keep our properties in excellent condition. However, renovations and improvement projects only go so far. Daily dedication to cleanliness and preventative maintenance programs combined with our exceptional service levels are essential to ensure our guests have exceptional experiences at our hotels.
Dave Rubin and his social media and e-commerce team spent 2016 focused on increasing our social media footprint on Facebook, Twitter and Instagram, while at the same time revamping all our hotel websites including the Greystone Hotels corporate website. Look at all our websites to familiarize yourselves with your sister hotels, and especially to get a look at the changes to the Inn at Union Square and Bristol Hotel. Also, don’t forget to share photos you have of your hotels and our wonderful cities we all call home with the social media team. They are always looking for great content to post. Search for #GSH and #greystonehotels to see some of the great content posted by all the properties.
As we look ahead to 2017, we are expecting another good year with increased revenues in all our hotels.
We continue to invest in new technology to meet guest needs. Additions such as new TVs with media hubs, upgraded internet and KeyPR digital tablets were made in 2016. In 2017, KeyPR will be adding mobile check-in and check-out capabilities, as well as smartphone based keyless entry capabilities. We have also invested in software to assist us in creating customized marketing campaigns, and maximize the efficiency of our revenue and financial management.
As many of you are likely already aware, we are working on an exciting new project in the wine country town of Santa Rosa. Over the course of 2017, we will be converting an historical building which has been home to several banks and law firms over the years to a 60+ room, high end boutique hotel with two restaurants, a coffee shop, rooftop lounge and an expansive lobby with a wine tasting bar.
Thank you all for your hard work in 2016, and I look forward to another successful year in 2017.