How a Marriott SpringHill Suites Improved Guest Service, Increased Tips and Boosted Staff Morale with Canary Digital Tipping

GUEST EXPERIENCE

SpringHill Suites by Marriott Orlando Lake Buena Vista South is a 150-suite property near Orlando, Florida. They were looking for ways to reward their hardworking housekeeping staff, even in an increasingly cashless world.

Why it matters: After noticing declining numbers of cash tips for their staff, they sought a digital solution to give guests the ability to acknowledge the hard work of housekeepers.

As a former front desk agent, General Manager Amber McCoy observed guests wanting to tip housekeepers even when they didn't have cash on them. She was determined to find a way for guests to acknowledge and reward the many associates who contributed to their memorable stay.

Top 3 Core Objectives: By deploying Canary's Digital Tipping solution, SpringHill Suites Lake Buena Vista wanted to modernize hotel operations and increase staff satisfaction.

Simplify the tipping process: By putting QR codes in rooms and hotel common areas, guests could easily give staff members tips without the need for a separate app download
Incentivize staff’s hard work: Staff members who go above and beyond for guests are incentivized for providing exceptional levels of service
Improve guest satisfaction: Happier staff spread cheer wherever they go, and by making employees more fulfilled, guests will be happier as well

Innovators Mentioned

SpringHill Suites by Marriott Orlando Lake Buena Vista South

Canary Technologies

Amber McCoy

General Manager

SpringHill Suites by Marriott Orlando Lake Buena Vista South

"We can recognize more associates while boosting staff performance and earnings. Digital tipping has been a win-win for both guests and associates."

Amber McCoy

General Manager

👍 General Manager Amber McCoy said that Canary helped SpringHill Suites add value for both employees and guests:

"We can recognize more associates while boosting staff performance and earnings. Digital tipping has been a win-win for both guests and associates."

⚖️ The selection process: During their research process, Amber McCoy evaluated Canary Technologies's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Canary Technologies was the best fit solution:

General Manager Amber McCoy said, about their decision: "Knowing that Marriott approved it is one of the main reasons why I chose Canary. I trusted the company."

📈 The results: SpringHill Suites Lake Buena Vista achieved all of the goals it set out to by deploying Canary's Digital Tipping solution.

The average tip per room soared to approximately $10, a significant improvement from the previous $3-4 tips.
The property experienced a remarkable 10 percentage point increase in cleanliness scores, as guests recognized and appreciated the efforts of the hardworking associates.
The shift to digital tipping saw short-term guest tipping surge from 1 in 10 guests tipping to 3-4 in 10 leaving tips, fulfilling guests' desires to show their appreciation conveniently.