Case Study

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

ROH Client Case Study with DoubleTree by Hilton Orlando at SeaWorld ROH Client Case Study with DoubleTree by Hilton Orlando at SeaWorld
DoubleTree by Hilton Orlando at SeaWorld
Crescent Hotels & Resorts
Orlando, Florida
1,202 Rooms, 100,000 SF of Meeting Space
Increased efficiency & visibility property-wide
Implemented real-time reminders
Established universal system of record

DoubleTree by Hilton 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 event venues, offering 100,000 square feet of space for indoor and outdoor gatherings alike. But despite the resort’s massive amount of event-driven business, DoubleTree Orlando’s team didn’t have the necessary processes in place to fully support them and these key revenue streams. 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. Below, check out the full case study to see how the property transformed its operations with our platform.

The Company

DoubleTree by Hilton 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!), 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 an event or gathering at the property. 

The Challenge

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

First, the team lacked 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 didn’t have access to a universal system of record, 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.

The Solution

As part of Crescent Hotels & Resort's enterprise relationship with ROH, DoubleTree Orlando partnered with ROH to amp up the team’s cross-departmental visibility, improve payment collection processes, establish a system of record, and dial up efficiency property-wide.

ROH’s team provided white-glove service, traveling to meet with the 20-person team on-site to learn about their systems and how teams collaborate with each other. Rather than changing every existing process, ROH created a bespoke solution that worked seamlessly for the resort’s entire team. 

ROH’s team provided custom solutions for DoubleTree Orlando’s sales and service managers, which allow service managers to access key information at any point in the process and sales managers to monitor payments and event updates. What’s more, ROH instituted helpful notifications that remind service managers when a deposit is due to keep payment schedules on track.

Beyond the custom solutions provided, DoubleTree Orlando also unlocked access to all the other features of ROH’s platform: a universal system of record, card on file functionality, mobile-friendly invoices and contracts, a self-serve customer payment portal, and much more. Not to mention, ROH’s onboarding process was quick and simple—a cherry on top for the DoubleTree Orlando team.

The Results

Now, the DoubleTree Orlando team uses ROH to enhance their processes and boost efficiency.

ROH has allowed sales and service managers to carry out 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 event 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, but they can also send clients visually appealing contracts and mobile-friendly invoices with just a few clicks.

The branded, digital invoices haven’t just been helpful for service managers, though. ROH’s modern payment methods and flexible payment plans make it easy for DoubleTree Orlando’s clients to pay in seconds from wherever they are. And with the addition of ROH’s real-time invoice reminders for service managers, it’s simple to keep every payment on schedule. 

Plus, DoubleTree Orlando’s accounting team now has access to a universal system of record. Team members can easily find payment volumes, client invoice schedules, and more, which has streamlined reconciliation and reporting processes tenfold. 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 (such as those from large weddings at the property) simple.

From event managers to catering sales managers, accounting to finance, and sales managers to service managers, DoubleTree Orlando’s entire team has noticed a positive operational transformation from keeping every piece of information under one centralized system: ROH. With a simple onboarding process, ROH revolutionized the property’s efficiency and empowered team members to work together even more effectively.

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