Marriott International, Inc. announced in early June that the Courtyard by Marriott in High Point, N.C. is a winner of its prestigious annual Gold Award putting it in the top 25 percent of Courtyard by Marriott hotels in the world in terms of guest satisfaction. Only 41 of the 934 hotels in 38 countries and territories received this honor. In addition, the High Point property received the Best Courtyard Refreshing Business Re-Opening Hotel of the Year 2012 award, which is given to only one hotel in the company that has successfully completed the brand’s remodel concept while maintaining high guest satisfaction and revenue standards.
The Gold Award represents top-notch guest satisfaction scores from surveys and equally impressive scores from annual, unannounced Quality Assurance inspections. Guest satisfaction surveys are provided at random to select guests and rate customer service, business amenities, in-room comfort, cleanliness, location, and overall experience. The scores reflect the hotel’s top performance in various areas including arrival experience, overall staff service, evening food and beverage service, and breakfast quality.
In addition, the hotel grew its RevPAR index (a key performance metric that represents revenue per available room) by 2.3 points, which is especially significant during a year when the hotel was undergoing a $1 million renovation. The growth has been fueled in part by the new gourmet bistro and Starbucks coffee bar in the lobby serving fresh sandwiches, hot entrees, and specialty coffees, which has proven quite popular.
The Courtyard Refreshing Business honor is given by nomination only from the corporate team charged with overseeing the brand revitalization at all Courtyard by Marriott properties worldwide.
“We are incredibly honored to receive these two honors this year, and they represent the attention to detail, commitment, dedication and loyalty of our associates,” says General Manager Nancy Auman. “Our renovation process is complete, but the past year has been an unusual time for the hotel as we remained open while updating the property from top to bottom. These awards are the result of the extra hard work that the team exhibited to make things run smoothly for all of our guests.”
The hotel is owned by Poteat Hospitality based in Laurinburg, and hotel owners Reg and Pat Poteat are very involved in supporting the property.
“They have taken great strides to provide our team with all the necessary assets and direction to making this hotel the very best possible,” says Auman. “Mr. and Mrs. Poteat stay actively involved, making sure all aspects of the hotel conveys their personal high standards, while truly caring about our well being and success. During the renovations, their support has been invaluable.”
The Courtyard High Point is no stranger to community service as it makes regular donations to area organizations. The hotel currently works with the High Point Swim Club to provide towels for the Swim for Fun/Swim for Life program and has partnered with the Arc of High Point to allow area high school students with developmental disabilities to explore different types of employment during a six-week program.
“Spirit to Serve our Community is one of Marriott’s core values,” says Auman. “High Point is so good to us, and our occupancy rate continues to reach record levels thanks to people staying with us during the visits to High Point whether for business, social functions, or furniture shopping.”
Since opening in 2003, the hotel has received 19 company awards and has placed in the top tiers of hotel satisfaction scores each year.