Chicago, IL — Experiential Capital Group, owner and operator of The Neighborhood Hotel, has partnered with Chicago-based Staffolio to enhance its customer service and operations through the strategic use of Virtual Assistants (VAs). This initiative is part a larger effort to scale efficiently, while maintaining the high-touch experience that has become synonymous with The Neighborhood Hotel across its four locations located in Chicago and Southwest Michigan.
Staffolio is a company that specializes in identifying top-tier virtual assistants. They have been instrumental in helping The Neighborhood Hotel dial in their operations in an effort to meet its expansion plans. The VAs are in charge of handling most inbound calls and coordinating maintenance and guest requests. They also manage vendor communication and track work orders through Breezeway. Breezeway is the preferred hotel operations platform.
Our VA team has helped us go from managing 85% of guests calls at our Chicago headquarters to only 15%. This allows us to focus on our business while still maintaining a high standard of service.
Jack Bakker, Operation Analyst at The Neighborhood Hotel. Staffolio made it easy for our VA team and systems to be integrated seamlessly.
Abby Diaz has been an important partner in the building and management of the VA team. Abby Diaz leads Staffolio’s operations in Philippines. Her understanding of the hospitality workflows and attention to detail has enabled The Neighborhood Hotel’s hospitality ethos to be extended virtually without missing a step.
Our guests still call us to give feedback, even when the interaction with our staff is done via text, phone, email, and other forms of communication. On-site staff are also involved. It’s the result from building the right system, using our brand language and treating guests the way they would like to be treated.
Jonathan Gordon is the founder and CEO Experiential Capital Group.
It is now more important than ever to be able to scale up operations without compromising on service quality. Experiential Capital Group sets a new standard for modern guest service by leveraging Staffolio expertise and creating a virtual team that is aligned to the brand’s hospitality values.
To learn more about The Neighborhood Hotel’s guest experience strategy, please contact us by phone at [email protected]
Experiential Capital Group
The Neighborhood Hotel Experiential Capital Group operates and owns The Neighborhood. ECG believes that real estate asset types are merging, which is why users demand more dynamic and relevant experiences. Jonathan Gordon, who is a travel lover, was inspired to launch the new brand by his business trips. After spending weeks in the convention centers and business districts, with their hotels and nearby restaurants, Jonathan Gordon missed the essence and wanted to experience more authentic travel. He discovered neighborhood coffee shops, local running routes and much more. The properties are appealing to both leisure and business travelers looking to understand the uniqueness of their destination. The Neighborhood Hotel makes you feel like you’re part of a community.
About Staffolio
Staffolio Staffolio, a Chicago-based business that connects growing companies with Virtual Assistants from around the globe, is an innovative company. Staffolio, with its strong team of operational staff in the Philippines delivers high-performing talent to companies that are looking for a sustainable and smart way to scale.
Jonathan Gordon
Founder & CEO
The Neighborhood Hotel
