The Success of a Local Bed and Breakfast

Group Members:
Enao, Eleazar
Escalera, Cindy Graze
Etes, Renejun

Introduction:
Marriott Autograph – Lido House, located in Newport Beach, faced a significant
challenge shortly after its grand opening. Approximately 90% of guest comments reported
noise complaints. In order to address this issue, the Director of Room Operations, McClinton
Heil, decided to initiate a trial with MODIO Guestroom Acoustic Control. This case study
showcases how small-scale decisions and management practices can effectively resolve
noise-related problems and enhance guest satisfaction.

Analysis
Identifying the Problem and Making Small-Scale Decisions
Problem - The hotel received noise complaints from guests, negatively impacting their
overall experience.
Small-Scale Decision - McClinton Heil's decision to collaborate with MODIO and conduct a
trial in 14 rooms near the rooftop bar was a critical step in addressing the noise issue.

Implementation of the Trial

Small-Scale Decision - The decision to commence the trial in the most challenging location
near the rooftop bar, where 9 out of 10 occupants complained about noise, was a strategic
move. Management Practice - The trial demonstrated a proactive approach to problem-
solving, highlighting the hotel's dedication to improving the guest experience.

Impact on Guest Satisfaction

Small-Scale Decision - The decision to expand the use of MODIO to all guest rooms was
based on the successful trial outcomes. Management Practice - The hotel's responsiveness
to guest feedback and satisfaction demonstrated flexibility and adaptability in addressing
concerns.

Testimonials
Small-Scale Decision - Including guest testimonials in the case study showcases the
management's attentiveness to feedback. Management Practice - Testimonials reveal how
MODIO evolved from a solution for a few rooms to a valued amenity in all rooms. This
positively impacted guest satisfaction and reduced noise complaints.

Key Takeaways from the Case Study

The case study of Marriott Autograph – Lido House highlights the importance of small-scale
decisions and management practices in resolving challenges related to guest satisfaction
within the hospitality industry. By adopting a proactive approach, being responsive to guest
feedback, and implementing innovative solutions, hotels can improve their overall
performance and reputation.

Reflection
Individuals or groups should consider how this case study can be applied to their
future careers in hospitality management. It emphasizes the significance of promptly
addressing guest concerns and finding innovative solutions to enhance the guest
experience. Furthermore, it underscores the value of making decisions based on data-driven
insights.
Other Key Findings:

Noise Complaint Challenge - Within six weeks of opening, Marriott Autograph – Lido House
encountered a significant challenge with noise complaints. In 90% of guest comments, noise
was identified as an issue affecting the guest experience.

Small-Scale Decision to Address Noise - McClinton Heil, the Director of Room Operations,
made a crucial small-scale decision to tackle the noise issue by collaborating with MODIO
and initiating a trial.

Strategic Trial Implementation - The trial commenced in the most challenging location,
consisting of 14 rooms near the popular rooftop bar, where 9 out of 10 occupants
complained about noise.

Positive Impact on Guest Satisfaction - During the trial, the property witnessed a substantial
improvement in guest satisfaction, with only four noise complaints in the first month. Noise
dropped from being the primary issue to the fifth most common complaint.

Expansion of MODIO to All Guest Rooms - The success of the trial led to a small-scale
decision to extend the use of MODIO to all guest rooms, showcasing the hotel's commitment
to addressing guest concerns.

Guest Testimonials - The case study incorporates guest testimonials that highlight how
MODIO transformed from a solution for a few rooms to a valued amenity in all rooms.
Guests were enthusiastic about the additional environmental control, and noise complaints
were no longer a problem.

Ease of Installation - MODIO was easy to install and could be attached to various locations,
including flat-screen TVs, beneath or behind furnishings, or on walls.

Custom Adjustment with Maestro Software - After installation, MODIO was custom-adjusted
for each guest room using Maestro software to ensure optimal noise masking, regardless of
the room's interior layout and furnishings.

Impact on Guest Satisfaction and Reputation - The implementation of MODIO not only
resolved the noise issue but also improved guest satisfaction and the hotel's reputation.
Positive comments were received regarding MODIO as a valuable feature.

Recommendation to Other Properties - The Director of Room Operations confidently

recommended MODIO to other properties, highlighting its effectiveness as both a noise
solution and a guest amenity.

Reference:
https://www.hospitalityupgrade.com/getmedia/0c5ceae0-ad39-4fcc-8289-a1700a33fa91/
MODIO_CS_Marriott_Lido_House.pdf/?ext=.pdf