3 min read May 2023 — In an interview with Focus:, Ivy Mpofu, general manager at Embassy Suites Centennial Olympic Park, talked about the use of technology to become more sustainable, the shift in visitor expectations for more human interaction and higher standards for the price they pay and strategies to address the labor market challenges regarding recruiting and retaining talent.
What have been some of the major milestones for Embassy Suites Centennial Olympic Park over the past year?
Firstly, considering the level of uncertainty the industry was facing coming out of the pandemic, I have to say we were pleased with what we would characterize as a slow but more importantly, sustained recovery. With regards to the Embassy Suites Centennial Olympic Park in particular going into the year we were both optimistic and aggressive in setting our revenue projections and were delighted to close the year out exceeding our expectations. Also, seeing the sustained growth gave us the confidence to begin taking steps toward addressing our staffing needs and for the first time in a long time we were actually able to emerge from the “skeleton crew” approach we had been forced to adopt during the slowdown.
How has the labor market been impacted due to the current economic conditions?
We’re still facing challenges in both recruiting and retaining talent due to the increased competition and tightness we’re currently seeing in the job market. We’re seeing an increasing number of cases where we’ve locked in on a candidate, made an offer, only to have a competitor step in with a counteroffer and attempt to outbid us. This is still very much an employees’ market and as a company we are working very hard at coming up with creative ways to attract and retain much needed talent. One significant change you will see in today’s hiring practices as compared to pre-COVID times is a lot more flexibility with regards to the pay scales. It used to be that the company would prescribe a strict salary range and for the most part if you and the candidate were unable to settle on something within that range then you’d be forced to move on to the next prospect. Now in light of the challenges we’re now facing you’re seeing across the industry a relaxation of these restrictions not only with regards to the rates but you’re also seeing the introduction of incentives such as referral fees and milestone-based bonuses based on time with the company.
What differentiates Embassy Suites Centennial Olympic Park from other hotels in the area?
One of our biggest selling points is location, location, location. We refer to ourselves as beachfront property. Embassy Suites Centennial Olympic Park is in the middle of 12 different tourist attractions all within walking distance, such as the Georgia Aquarium, the World of Coca-Cola museum, the Civil Rights Museum, the College Football Hall of Fame etc. Guests can walk to Mercedes Benz Stadium, State Farm Arena and Georgia World Congress Center for events and conventions. If you are staying for business and have meetings in the area or here in the hotel, there is so much to do in your downtime as well. You can explore the area, or enjoy an evening of magic here in the hotel in the Atlanta Magic Theater which is rated the number one magic show on TripAdvisor. Additionally, all our rooms are two-room suites, we offer complimentary breakfast and complimentary evening reception
How have the visitor expectations shifted?
There has been an increased expectation from the customers and that is tied to the increase in our rates. As occupancy has steadily improved we’ve had to increase our staffing levels and offerings accordingly and this has necessitated moderate increases in our room rates. Generally speaking customers are becoming more cost conscious and with increases in rates they will understandably come to expect a better level of service. Our goal has always been to provide the best service possible and be responsive to our customers’ needs.
What are some initiatives towards sustainability that you are undertaking?
Our biggest push is to decrease our carbon footprint. As such, a lot of effort is going towards contactless and decluttering the rooms. We have removed all the paper directories and flyers and have moved to using digital directories. We also participate in a program that recycles soap and soap bottles. We are moving towards what we call a connected room that will allow guests to control all the elements in the room using their phones. Our Engineering team will also be able to remotely manage, monitor and troubleshoot the HVAC system, TV system and lighting system which will not only improve guest satisfaction but also save energy.
What is your outlook for Embassy Suites Centennial Olympic Park in particular and Atlanta more broadly in the next two to three years?
Based on the trends we’re seeing currently we have to say we’re much more optimistic about the future than we were say a year or two ago. We did see somewhat of a slowdown in early 2023, first quarter has not been as robust as expected but going into the second quarter the numbers are looking much better. People are ready to travel again, and we are seeing an uptick in our corporate client numbers and demand for meetings and conference space. For a while, there was somewhat of a pause from the corporate client side, but as the economic recovery has taken hold, some of that apprehension has fallen away and our outlook is showing increased activity in that section. As mentioned earlier, the sustained growth we’re seeing industry wide has us excited about the future. We remain cognizant of the challenges that lie ahead, of specific concern being our preparedness/readiness to take on the anticipated increase in traffic. We did experience a situation early on in the recovery where we found ourselves well understaffed, we were spread thin and had to ask a lot of our staff to go over and above to keep operations going. While the team all stepped up and did their part, it was draining and unsustainable and we definitely do not want a repeat of that. While the current trends certainly give us reason to be optimistic in the short term, there’s still some uncertainty regarding the mid to long-term. The fate of Atlanta’s economy is inextricably tied to that of the broader U.S. economy and the big question at the moment is how quickly we are going to be able to bring inflation under control, and at what cost. How drastic are the measures the Fed will need to take and what will be the effect of those measures on industries such as ours? The sooner we’re able to get a clearer picture of how things will play out the sooner we’re able to put our long-term plans into place.
Having said that, we also continue to monitor advances in technology, in particular AI and service automation aimed at enhancing the guest/customer experience. Some of the programs have not been received as well as expected in the past and so we will continue to encourage customer feedback and reviews in an effort to make the necessary improvements and possible expansions of these programs.
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