Westin Calgary renovation goes beyond appearances

CALGARY—Forty-four years young, the Westin Calgary is undergoing what new general manger Ross Meredith labels a “rejuvenation” to its physical plant, brand image and service culture.

“A few years ago, ownership recognized the need for a capital infusion, and they’ve been spoiling us with generous capital support,” Meredith told CLN in an interview at the hotel last month. “We’re changing from the old Westin to the contemporary Westin look.”

So far, the renovations have cost $15 million, with a similar amount slated for the next 12 to 18 months.

“We’re carving out a unique niche for the brand – and we’ve invested in service delivery, physical plant and touch points that fully support the customer experience,” Meredith added.

Physical changes include a brand new lobby which is streamlined and modern with light-coloured, curved wood features—in contrast to the lobby’s former dark wood panelling. The front desk has been relocated as well.

Westin’s attention to detail takes in senses other than the visual. In the evening there are candles in the lobby, along with fresh flowers and a white tea scent. These sensory touches are common to all Westin lobbies, says Meredith. “You can walk into another Westin – the Bayshore in Vancouver or the Westin in Hawaii – and the scent will remind you of the Calgary Westin.”

Foodservice has been totally revamped over the past year. There’s a new all-day restaurant called Essence, added a year ago. Starbucks—now a feature in many Westins—opened last fall.

And on April 7, a Keg Restaurant operated by David Aisenstat’s Keg Restaurants Ltd., opened in the space formerly occupied by The Owl’s Nest restaurant.

This is no ordinary Keg – it boasts a stunning décor that sets a new benchmark for the chain.

“The new Keg will have the look, feel and design of a contemporary version with the same great Keg steakhouse menu,” said Meredith.

Aisenstat will also be opening a Ki restaurant with Asian cuisine, in the building next door to the Westin on 4th Ave., and is in early discussions regarding the right 4th Ave. location for a new Hy’s steakhouse.

A service culture reno

The changes at Westin Calgary go beyond the bricks and mortar.

Westin Hotels Worldwide has a three to five day service culture training program for every employee, a program that started 18 months ago. It helps every associate understand guest needs and what makes them feel special. Six associates of the Westin Calgary were trained off-property throughout North America, to deliver the message to the hotel’s 330 associates.

“We trained the whole building 18 months ago, and now every six weeks we hold a three to five day program,” Meredith said.

In addition, Westin has poster boards in every department, where associates write down, “What makes me feel special,” and sign their names. The responses are informative: “When I start my day and people say, good morning”; “When a group notices the little things I do”; and “Awesome guest feedback from a challenging group.”

“I was fortunate to work for a great Starwood property for five great years,” said Meredith who came to the Westin from the Sheraton Suites Eau Claire Calgary last October. “I had an opportunity to join this property, which is a larger facility with more guest rooms and meeting space.

“The Calgary market is still strong and exciting. We’re the largest hotel in the city with 525 guest rooms—50 per cent transient travel, 30 per cent group and 20 per cent leisure and family travel,” said Meredith, adding that the 30 per cent group occupancy is essential to the hotel’s success.