How DoubleTree by Hilton Orlando at SeaWorld Used ROH to Boost Efficiency and Visibility Across Sales and Finance

DoubleTree by Hilton Hotel Orlando at SeaWorld is an ideal resort for any trip or gathering, from family vacations to corporate conferences. The property is known for its wide array of conference spaces, offering 100,000 square feet of indoor and outdoor meeting and event space. With the resort’s massive contract-driven business, DoubleTree Orlando’s team recognized the opportunity to capitalize on this revenue stream and simply needed a way to up-level their processes. Primarily it was challenging for team members to access the information they needed and collect payments on time. After partnering with ROH, DoubleTree Orlando immediately experienced a vast improvement in cross-departmental visibility and teamwide efficiency—not to mention, team members appreciated how simple it was to start using ROH.

DoubleTree by Hilton Hotel Orlando at SeaWorld provides a memorable, tropical setting for business and leisure alike. While this 28-acre resort is located near attractions like SeaWorld (hence the name!), the Orange County Convention Center and Disney World, a trip to DoubleTree Orlando is more than enough fun by itself. And with six ballrooms, three conference centers, an on-site business center and two large pools complete with sundecks, there’s plenty of space to host a variety of corporate and leisure needs.

DoubleTree Orlando is home to 20 expansive meeting and event spaces and an all-star team that ensures every event is a success. The property’s sales and service managers, accountants, catering managers and many other team members work diligently to pull off events each week—but their processes were working against them.

First, the team craved visibility across business lines. Sales managers needed to constantly share information about previous sales for service managers to successfully carry out an event—even when the sales team had already moved on to the next deal. Second, with so many tasks carried out each day and an array of systems in use, it was challenging for service managers to consistently collect payments on time. Third, the accounting department lacked the desired visibility into the sales process, which made it difficult to bill clients for additional costs, such as food and beverage or last-minute rentals. All these challenges were eating up valuable time and hindering the team’s general efficiency.

As part of Crescent Hotels & Resort's enterprise relationship with ROH, DoubleTree Orlando tapped ROH’s payments and revenue management platform, for a single system to amp up the property’s cross-departmental visibility, improve payment collection processes and team-wide efficiency. 

ROH’s team traveled to meet with the 20-person team on-site to learn about their existing systems and how teams historically collaborated with each other. Rather than changing existing processes, ROH worked seamlessly amongst various point solutions, augmenting them to drive measurable business value as a result. 

With ROH, DoubleTree Orlando’s sales, finance and service managers can now access key information at any point in the contracting process, monitor & collect payments, adjust billing, gain event updates and much more. What’s more, ROH provides helpful notifications that remind service managers when a deposit is due to keep payment schedules on track. 

DoubleTree Orlando also unlocked access to all the other features of ROH’s platform: standardize property view, instant reconciliation, smart to-do lists, sales team performance tracking, auto-charge capabilities and much more. Not to mention, ROH’s onboarding process was quick and simple—with team activation and converting bookings in less than a week—a cherry on top for the DoubleTree Orlando team.

Now, the DoubleTree Orlando team uses ROH to centralize their back-office and boost efficiency.

ROH has allowed sales and service managers to execute deals with ease from start to finish. Now, when service managers need to access necessary information like payment deposit schedules, they can find it in ROH at any point in time. The reverse is also true: sales managers can check in on contract updates whenever they need, even if the deal has already been closed. Plus, service managers not only have access to the data and insights they need, they can also provide custom branded payment experiences with just a few clicks. 

As DoubleTree by Hilton Hotel Orlando at Seaworld Director of Finance Nick Signh put it, “ROH has streamlined the way we track bookings/invoices by having them automatically sorted on their dashboard in three very important categories, upcoming, paid and past due."

The branded, digital invoices haven’t just been helpful for service managers, though. ROH’s modern payment methods, flexible payment options and one contract click-signature make it easy for DoubleTree Orlando’s end clients to pay in seconds from wherever they are. And with the addition of ROH’s auto-charge capabilities it’s simple to keep every payment on schedule. 

Plus, DoubleTree Orlando’s accounting team now has access to a single finance dashboard to manage AR and accounting solutions that provides instant reconciliation, data-syncing with ERP and ultimately helps to reduce aging AR. Meanwhile, ROH’s card on file functionality ensures that client credit card information is active, authorized and securely stored in one platform, making any last-minute charges simple.

From sales to service and finance, DoubleTree Orlando’s entire team has noticed a positive operational transformation from keeping every piece of information under ROH’s payments and revenue management platform. With a simple onboarding process, ROH revolutionized the property’s efficiency and empowered team members to work together even more effectively.