How Real Hospitality Group Increased Guest Satisfaction Scores by 7% and Boosted Staff Morale with Canary

HR & STAFFING

Real Hospitality Group is one of the fastest-growing hotel management companies in the U.S. With more than 100 managed properties, including independent hotels and top brands like Marriott, Hilton, Hyatt, and IHG, Real Hospitality Group (RHG) employs about 2,100 people across its corporate offices and field locations. Learn how RHG achieved a 7% increase in service scores, boosted staff morale and streamlined tipping for hotel guests with Canary Digital Tipping.

Why it matters: With cash tips on the decline, RHG was looking for a way for housekeepers to be recognized and appreciated.

RHG was also looking for a solution that would be easy for guests to use. From CEO Ben Seidel: “I thought that digital tipping would be an avenue to explore to allow people just like me to leave a little something for the people that made my stay enjoyable and allow me to show that gratitude.”

Top 3 Core Objectives: By deploying Canary's Digital Tipping solution, RHG wanted to achieve the following goals.

Boost Staff Morale: RHG wanted to provide its 2,000+ employees in the field with more opportunities for recognition and appreciation.
Increase Guest Satisfaction: The management team wished to drive higher guest satisfaction levels at all its properties.
Enable Cashless Tipping: The team at RHG also wanted to ensure that the solution they deployed was easy for guests and staff to use.

Innovators Mentioned

Real Hospitality Group

Canary Technologies

Alma Seidel

VP of HR

Real Hospitality Group

"Staff is smiling. They're so excited that there's a way now for them to be recognized and appreciated. And they're saying thank you, but the thank you is all theirs, not mine. I'm just glad we have a way to provide that interaction for them."

Alma Seidel

VP of HR

👍 VP of HR Alma Seidel said that Canary helped RHG significantly strengthen employee culture:

"Staff is smiling. They're so excited that there's a way now for them to be recognized and appreciated. And they're saying thank you, but the thank you is all theirs, not mine. I'm just glad we have a way to provide that interaction for them."

⚖️ The selection process: During their research process, Alma Seidel 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:

VP of HR Alma Seidel said, about their decision: "We looked at other solutions, but honestly, it's the relationship that's important to me. It was a no-brainer to begin working with Canary."

📈 The results: By partnering with Canary Technologies, RHG achieved all its goals, including increased guest satisfaction, higher tip amounts and improved staff engagement. The implementation of Canary's Digital Tipping was seamless, training was easily accessible and the platform proved easy to use.

With Canary, RHG achieved a 7% increase in service scores within the first month.
Staff members love the technology and find it convenient to receive tips through the app.
Average tip amounts have risen, benefitting team members and reducing turnover.