Trump Hotel Toronto Excels in Delivering a Luxury Guest Experience, Achieves Forbes Travel Guide Five-Star Rating in Less than Two Years
Towering 65 stories above Toronto with panoramic views of the city and Lake Ontario, Trump International Hotel & Tower Toronto is the city’s leading luxury hotel, delivering the highest level of service and guest experience to its distinguished visitors. Since opening in 2012, Trump Toronto has achieved top accolades, including the prestigious Forbes Travel Guide Five-Star rating, 2014 TripAdvisor Travelers Choice #1 hotel in North America and #10 worldwide, and a place on the 2014 Condé Nast Traveler Gold List.
A perfect mix of fine details, innovative function and lasting design aesthetics, the dramatic granite-and-glass Trump Toronto has become a spectacular landmark, recognizable throughout the financial capital of Canada. Accentuated by its slender spire, Trump Toronto offers amenities and services that are as impressive as its visual appeal.
“From the beginning, the goals we set for Trump Toronto were to achieve a five-star rating, to be recognized as one of the best hotels in the world and to demonstrate excellent financial results for our investors,” says Mickael Damelincourt, Trump Toronto General Manager. “Achieving these goals required the right associates as well as the right technology, including an excellent internal communication system.”
Damelincourt and his team sought recommendations from other luxury hotels in North America and chose the Vocera® Communication System. The Vocera wearable Badge is lightweight and hands-free, and empowers the hotel associates to communicate quickly and efficiently throughout the 261-room hotel and 118 private residence property. Vocera functionality, which includes group-based calling, makes it possible for them to provide guests with extraordinary levels of service.
Delivering Five-Star Quality to All Its Constituents
To compete and excel among other major luxury brands in North America, Trump Toronto must deliver an incredible customer experience.
“I don’t believe you can be a five-star hotel without an amazing communication infrastructure,” says Damelincourt. “We have achieved five-star status relative to each of our constituents: we are recognized as the best of the best by our industry peers, are confirmed as having five-star quality by our guests and are able to demonstrate superior financial results to our investors. It’s all about delivering outstanding service, and also being very efficient.”
Vocera is used by the entire operation and management team. The small, unobtrusive wireless Vocera Badge can be attached easily to any uniform, and the earpieces are practically invisible to guests.
“The Vocera wearable Badge meets all the criteria we set for our internal communications,” says Amit Dhanani, Director of Training and Development for Trump Toronto. “It’s sleek, inconspicuous, and reliable. It has a multitude of functions, but it’s user-friendly for our staff. You just have to say the name or department of who you want to reach, and you can communicate with entire groups of people instantly and simultaneously.”
“The hands-free and wearable aspects of Vocera are key enablers for us,” says Damelincourt. “The room attendants use their hands constantly in their work. Because they can clip a Vocera Badge to their uniforms and receive communication without holding a device in their hands, our room attendants are better able to deliver the amazing service that we expect.”
With Vocera, Trump Toronto associates can adhere to the very specific timing standards demanded by five-star status, which determine how long it should take to check in a guest, pick up a room service tray, handle a maintenance issue, respond to a guest’s request and so on. For example, when a guest checks in, luggage must be delivered to the room within 10 minutes.
Vocera lets hotel associates communicate immediately with one another anywhere across the property so they can meet or exceed the five-star timing standards. They save valuable time by not having to track people down and by allowing the person nearest and most capable to respond.
“We invested in the Vocera system to ensure that our service is as quick and efficient as possible, so we could achieve positive guest satisfaction and earn our five-star recognition,” says Dhanani.
Treating All Guests Like VIPs
Using Vocera, Trump Toronto associates shape the customer experience from the moment guests arrive. The doorman identifies the guest name and announces it discreetly to the front office team, allowing them to greet the guest by name.
“Many of the comments on TripAdvisor mention, ‘They knew my name when I arrived,’ which makes them feel like a VIP,” says Kervin Van den Meijdenberg, Director of Rooms at Trump Toronto. “We create a residential feel, welcoming people at the door by name, as you would in your home. Vocera makes the process seamless and invisible. It’s spectacular for enhancing the guest experience.”
“Vocera creates a huge ‘wow’ factor for our guests,” says Damelincourt. “Personalizing the guest experience helps build loyalty. And the magic that it brings to our hotel lobby and our entire hotel experience helps our associates feel great about the service they deliver.”
In addition to greeting guests by name, the discreet announcement of a guest’s identity via Vocera’s group-based calling function allows all members of the hotel staff to prepare for that guest’s arrival. The front desk agent can pull up the registration information and see not only the assigned room, but also if a guest is celebrating a special occasion, has tickets for an event or has dinner reservations.
“This automatic communication over Vocera, which is essentially invisible to guests, lets us create a personalized experience and anticipate our guests’ needs for every experience they have at the hotel,” says Dhanani.
For instance, a bellman providing room orientation for an arriving guest might notice that the guest has a beverage or bottle of wine in hand. Utilizing the push-to-talk function on the Vocera Badge, the bellman asks, “May I offer you a bucket of ice to chill your wine?” — and discreetly confirms the request as it is being broadcast to the rest of the team. Another bellman then coordinates delivery of a bucket of ice to the room, where it’s waiting by the time the guest walks through the door.
Minimizing Labor Expenses
The Vocera Communications System is integrated with Newmarket’s Hotel Service Optimization System (HotSOS). Together, these technology tools enable hotel managers to monitor how long it takes to complete each task, determine which associates are completing their work the fastest, and identify which departments are overburdened. Based on these real-world metrics, managers can adjust their labor assignments to optimize the overall performance of the hotel.
“Vocera enables our staff to react to and resolve issues quickly, and the increased productivity means we can staff more efficiently relative to what’s customary for luxury hotels,” says Damelincourt. “We save at least 20% to 25% on the bottom line due to better efficiency and productivity — which, in turn, allows us to deliver better financial results for our investors.”
Such financial results mean a great deal to high-end luxury properties.
“The fixed expenses required to run a five-star hotel are very high, so to support higher average rates we need to deliver impeccable customer service,” says Damelincourt. “Vocera provides a dual role for us. It empowers our team to deliver great customer service, which drives revenue — and we can demonstrate to our investors efficient management of every operation throughout the hotel.”
Trump Toronto attributes its business and financial results in large part to its passionate, highly qualified associates and the technology provided by Vocera Communications, with whom the hotel management intends to maintain a long-term partnership.
“Recognition keeps coming from various sources — hotel industry awards, guest ratings and financial results — and we see the use of Vocera as one of the contributors to our success,” says Damelincourt. “The fact that within less than two years of opening we achieved our five-star recognition and were named the #1 North American hotel on TripAdvisor reinforces that we made the right choice when we selected Vocera.”