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Completing Major Repairs While Keeping Occupancy (and Scores) Up!

In August our property suffered a serious ceiling collapse due to severe thunderstorms that flooded our roof and caused water to overflow onto the ceiling which then collapsed to our 3rd floor public space outside of our meeting and restaurant areas. The storms and damage occurred on August 12. Our team worked around the repairs which were extensive – nearly $500k – with scaffolding, etc. Throughout this hotel and did not miss a beat. The property ran nearly 90% occupancy in August despite the repairs, service scores remained high and everything was repaired in time for a major wedding hosting on September 11. I have thanked my team internally but want to publicly acknowledge what they did during a real crisis situation.

There were no injuries and everyone worked to ensure that all of our guests understood what happened and were taken care of despite the unsightly and – at times – very loud repairs going on throughout the property.

Posted on Oct 13, 2010

Topic(s): Recent Recognition Ideas

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