JUNE 2022 Now, Perry says, when a guest calls for a repair, a technician is able to knock on the door within 11 minutes at least 85 per cent of the time. General Manager Cheraz Ecker, herself a seasoned veteran of the hospitality industry, established that non-negotiable goal early in her tenure, and the company has since surpassed it. According to Perry, it’s made a huge difference in customer satisfaction surveys. “Now we average one or two guest complaints a month,” he says. To put that simply in perspective, the hotel has 824 rooms. In a 30-day average month with the facility close to peak occupancy, that’s only one negative comment out of almost 25,000 room nights. Perry says, “That’s Six Sigma level quality, which is something our team is very proud of because no other hotel has that, period.” The company is also very proud of the sustainability measures they have put in place over the past five years. Those measures include recycling kitchen oil, baling cardboard, separating aluminium and metal trash, installing high-efficiency boilers, and converting all the lighting to high efficiency LED’s. The hotel was even the first in the United States to install a state-of-the-art Israeli water conservation system called WINT, which uses pattern recognition and algorithms to analyse water flow. The newly installed smart meters studied the property’s water usage patterns for 30 days. After that, when the meters’ algorithms detect abnormal usage, engineers are notified instantly via smartphones. “That was a first in Reno, a first in Nevada, and a first in the United States,” Perry says. “Mr. Farahi took a calculated risk with this system as the industry guinea pig but it is the type of visionary leadership that has transformed this roadside
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