Regency Scores 80% Positive Reviews Across All Properties

Setting Standards. Exceeding Expectations.

Caring for others is the foundation of hospitality, which makes exceptional customer service our most important trait—and number one priority. Regency has devoted its time and talent to training the staff that makes properties not just successful, but welcoming, comfortable, and memorable for guests. As a result, we’ve averaged a 4.2-star rating (out of 5) across all of our properties, based on more than 12,000 reviews. How? The right teams, management, and company culture.

The Challenge

Every property is its own machine—operating multiple different parts separately but together and all at the same time. Only with clear, consistent communication can everything keep running smoothly and efficiently. 

With so much happening at once, simply setting expectations isn’t enough. Every employee, whether in the kitchen or at the front desk, should be passionate and intentional about providing exceptional customer service. 

But that’s easier said than done: holding everyone to the same standards requires the right people as well as the right values. On top of that, guests’ needs vary by situation and property, and are constantly evolving. The best customer service will adapt and meet those needs while going above and beyond expectations.

The Solution

Regency was founded upon three pillars—our mission, vision, and values—that have held us above the competition since 1965. They’re not just points to be made during the employee onboarding process. They’re a visible part of everything we do: hung up in hotel lobbies, employee break rooms, and our corporate office. 

The guest experience is impacted by every aspect of a property, which means that everyone needs to hear and be part of our mission to provide exceptional service. Consistently emphasizing these pillars’ importance keeps every employee accountable, regardless of role.

In return for their passion and contributions to guests’ experiences, Regency also offers employees various rewards. Bonus programs combine employee drive and accountability with our culture and values.

We know it’s not just about rewards, though: we empower all of our team members to solve negative issues for guests. Monthly customer service training takes place at every property, with specific talking points for general managers to incorporate with their teams. In any situation, we want our team members to have the confidence and knowledge to resolve issues and exceed expectations.

The Results

We know we can’t improve unless we know what people are thinking and saying about us. For that reason, Regency implemented the use of a review management platform that compiles guest feedback.

Between April 2017 and March 2018, we’ve received an average rating of 4.2 out of 5 stars across all of our properties. The platform measured more than 12,000 reviews across Google, TripAdvisor, Booking.com, and Facebook and found: 

• 80% of reviews were positive
• 11% were neutral
• 9% were negative

As far as we’re concerned, those numbers speak for themselves—and for our reputation. There are no cutting corners when it comes to creating a positive experience. Only high standards, effective communication, and empowered employees can provide the customer service that goes above and beyond guests’ expectations.