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Case Study: How a Personal Touch Can Impact Guest Satisfaction
March 15, 2021
They’re all over social media: laptop in one hand, fresh coconut in the other as they work beachfront in an exotic location. In addition to their photo-taking skills, there’s a lot to potentially learn from these digital nomads - individuals who travel place to place while working a full-time job from wherever they go. If you also travel for work, especially for extended periods of time, it may be a good idea to look to these fellow travelers (so to speak!) for trips and tricks.
Like many extended stay business travelers, you may find yourself staying in a serviced apartment, such as those offered by Synergy Global Housing. You’ll have everything you need for a long-term stay: furnishings, a full kitchen, housewares, linens, 24/7 guest service and more. However, there’s always room to make your business travels even more efficient, comfortable and productive.
We’ve rounded up numerous resources that digital nomads love, divided into categories, that business travelers like you can benefit from as well. Take advantage of them on your next trip.
Accommodating a large group move in a tighthousing market under pandemic restrictions.
The Opportunity
A large-scale Bay Area based surgical device manufacturing and development company required assistance with their global rotational training programs.
On an annual basis, the company hosts three rotational four-six-week training programs throughout three global regions; Sunnyvale, CA, USA; Atlanta, GA, USA; and Freiburg, Germany. The training programs typically consist of multiple groups of new hires, the company’s future sales, and clinician leaders, to train on and become fluent in the company’s products and services. The program is extremely competitive and requires a high-level of collaboration amongst participants and proctors.
Program Requirements
Location Density between 1-2 properties
Seamless arrival experience
A range of 1 & 2-bedroom apartments
An environment fostering team building and camaraderie
Apartment(s) near public transportation
High walkability and proximity to downtown
Guest experience parity amongst all three global locations
Safe, secure locations
24/7 guest service
The Challenge
Typically, the company placed each new hire group within one property location dispersed amongst a range of two-bedroom apartments. Given the placement was during COVID-19, each program participant required their own one-bedroom space.
Obstacles Present
Available inventory proximity to client headquarters
Available inventory proximity to downtown life(e.g., restaurants, local services, and attractions)
Recruitment type atmosphere
Creating a consistent experience amongst all three global locations
Guest arrivals spread out through different times and days
Enhanced duty of care requirements due to COVID-19
Synergy Differentiators in Play
The Synergy Solution
Servicing the this account required a strong understanding of the client training program’s purpose and goals. This understanding formed the basis to understand how Synergy’s accommodations could help facilitate those goals and, ultimately, add value to the program. Through his research Synergy Business Development Manager, David Toledo noticed an opportunity to add value to the guest experience via strategic property placements in close proximity to the location’s downtown districts/area.
Personalized arrival video:
Created a connection with the client
Delivered Synergy’s understanding of the program’s goals
Conveyed an understanding of what was at stake for each attendee
Confirmed the level of importance placed on the guest experience
To further nurture this value, Mr. Toledo got inside the mind of a training program attendee by personally staying at each Sunnyvale property within the proposal. At each property, he filmed the entire experience highlighting the specific value-adds each property brought to the final proposal.
Mr. Toledo’s action highlights the effort, time, and care Synergy’s associates go to bring highly personal and adaptive housing experiences to Synergy’s client base. This level of service is part of Synergy’s trademark consultative partnership client mentality.
The final product showcased the:
Apartment and property amenities and their enhanced health and safety protocols
Area’s walkability and local attractions (e.g., restaurants, shopping malls, outdoor markets, etc.)
Proximity to public transportation
Overall commute time to the Intuitive campus
Overall, the video gave the company contacts a firm understanding of how the location could enhance the program’s overall completion rate, foster greater connectivity to their internal culture, and enhance the overall program’s value.
“There are several reasons Synergy was the optimal solution for us. The most impactful have been the high communication, excellent follow up and customer experience. I really feel comfortable knowing who is behind the operations… the entire team has been excellent.”
– Client Contact
Success
Synergy successfully challenged the status quo of the company’s incumbent provider with an innovative proposal that highlighted our consultative approach to solving a business need while adding value to the overall employee experience.
The result was a highly adaptive and custom partnership backed by award-winning guest hospitality and client service. The initial contract started with two USA locations and a Freiburg, Germany locations to follow the same structure of success as those respective programs went live.
Synergy’s Winning Proposal
Provided three properties clustered within one block of each other which facilitated program participation and collaboration
Each building offered secure access, security cameras, and 24/7 on-site security and staff
The property were close to downtown Sunnyvale’s Historic Murphy’s District enhancing the guest experience
Adjacent public transportation hub offered quick commute to Intuitive’s campus
Dedicated account management team to resolve all service challenges immediately
Custom welcome packages for each guest
Custom web-based landing pages highlighting property, apartment, and city amenities and attractions
Personalized, white-glove, meet & greet services provided each guest with a welcoming, reassuring arrival experience
Specialty Package
Care Package
Cleaning supply package
Housing program webpage
Welcome packet & Area guide
Video featuring location & check-in
Amenities & property map
White glove Meet & Greets to ensure guest experience excellence
“Solutions only matter if they add value. I am not looking to answer a need with a product. I am looking to find unique, innovative solutions I can leverage to create an immediate impact and reframe the benchmark of success.”
–David Toledo, Business Development Manager, Synergy Global Housing
Our friendly team is on hand to discuss your furnished apartment requirements today.
Need to pack a hefty coat or jacket, or even a puffer? Use vacuum storage bags to compress them so they don’t take up your whole suitcase. Most come with a small hand pump, perfect for travel.
Noise-canceling headphones
Just like at home, there’s never a guarantee that your workspace during travel will be quiet. Thankfully, you don’t have to don a clunky pair of bucket-style cans: today’s noise-canceling headphones are slim and sleek. Get yourself a pair of AirPods Pro, Bose QuietComfort® Earbuds, or any of these alternatives.
Laptop stand
A laptop doesn’t have to be on your lap, or even flat on a surface. Being able to elevate and adjust your laptop can vastly improve your ergonomics while on the road, and you can do so with a laptop stand. The one appearing most frequently on digital nomad blogs is the Roost V3, or any similar products by Roost.
Wireless mouse
Using a mouse can make all the difference when it comes to precision and dexterity on your laptop. Stay minimalist and go with a wireless one, for which you can’t beat Logitech. Your filthy touchpad will thank you.
Long charging cables
Most of us have a standard 1-meter charging cable for our smartphone, but savvy travelers know to pack a 2-meter or even a 3-meter cable as well. You never know where your nearest outlet is going to be, and we all love being able to use our phone in bed while charging it.
Getting Around
On an extended stay business trip, the travel doesn’t end when you reach your destination. Here are some great solutions for transportation and finding your way around during your stay.
Turo
Looking for an alternative to traditional rental car companies? Turo is like Airbnb for cars, in that you rent a car directly from the car’s owner. It’s available in major cities across the US, as well as Vancouver, Montreal, Toronto and London (all cities Synergy serves, by the way!).
Uber One / Lyft Pink
We all know Uber and Lyft, but did you know they each offer memberships? Uber One is $9.99/month and gets you 5% off Uber rides, 5% off Uber Eats orders and other perks. Lyft Pink is $19.99/month and gets you 15% off Lyft rides, priority airport pickups and more. Use the services enough and the membership will pay for itself.
Google Maps (with a hack)
You can’t beat Google Maps for directions, especially when it comes to public transit. And there’s a great hack for international travel or poor reception: find out how to use the app offline. It’ll save you on international data fees – and frustration.
Rome2rio
Sometimes you just need to figure out the best way to get from point A to point B, but your usual maps application isn’t cutting it. Rome2rio will help you plan a route to where you need to be, even if it involves multiple modes of transportation: car, bus, train, bike, walking, ferry or plane.
Work & Productivity
Put the “business” in business travel with the help of these resources for working on the go.
ExpressVPN
Using a virtual private network, or VPN, is a good idea no matter where you’re working from. When traveling for work and using unfamiliar WiFi networks, like in a hotel or coffee shop, it’s even more important.
ExpressVPN is a favorite among many, not just digital nomads. It costs as little as $8.32/month, and is a frequent advertiser on podcasts – listen in to your favorites and look out for a discount code. NordVPN also tops many lists.
Workfrom
A change of scenery from time to time is a great way to keep the creative juices flowing and break up your workday. When the need arises, use the search functionality offered by Workfrom, which allows you to find places to work nearby! You can filter by which establishments have power outlets, fast WiFi, late-night hours and more.
World Time Buddy
What time is it? What day is it? Business travel across time zones can be disorienting, and it’s important to know your local time and that of your colleagues.
World Time Buddy is a popular solution that allows you to see world times in a simple visual format, convert time zones and even schedule meetings. No more accidentally Slacking your coworker when it’s 2am where they are.
Google Workspace
Most of us are familiar with Google Docs, Sheets, Slides, etc. However, you’d be amazed by how many (free!) apps and tools Google Workspace offers, all cloud-based, including but not limited to:
Google Drive – Cloud storage up to 1TB
Google Flights – Search for flights across multiple airlines, all at once
Google Calendar – Create shared calendars
Google Meet – Video and voice calls
Google Forms – Generate and distribute simple forms or surveys
Google Keep – Maintain notes, lists, photos, audio, drawings and more
All of these apps can be accessed on desktop or mobile, for the ultimate on-the-go productivity.
Health & Wellness
Work-life balance still matters when you’re on business travel. Stay physically and mentally well while away from home with these resources.
Classpass
Although it’s evolved a bit over the years, Classpass is still going strong. Here’s how it works: first, choose a plan that allots you a number of credits per month, ranging from 6 to 80 credits. Then, use your credits to attend classes at local fitness establishments (yoga, spin, crossfit, etc.) or for open gym time.
Here’s the best part: you can also use credits for beauty and wellness treatments, such as manicures, haircuts or massage! Participating establishments are located all over the world, so it’s great to use while traveling.
Teladoc
Ask your healthcare provider if they offer Teladoc, or a similar telehealth service. It’s a tremendous benefit during travel when you need to speak with your doctor, and you can usually secure an appointment on short notice – even same-day. If you need medication, your provider can prescribe you what you need via video call and have it sent to a local pharmacy.
Calm
Move over Headspace, hello Calm. This increasingly popular meditation app can help you get better sleep, reduce stress and anxiety, improve your focus and more. Plus, who wouldn’t want to drift off to a calming Sleep Story read by Matthew McConaughey? Try it free for seven days, after which a premium subscription is $14.99/month.
Food
Whether you prefer to go out, stay in or a little of both, these foodie and traveler-approved resources will keep you well-fed during extended stay business travel.
Eater
You may think Yelp is the go-to site for finding the best local restaurants, but real foodies know that’s not the case. Many Yelp reviews are written by tourists, not locals, and people are generally more likely to write about negative experiences than positive ones on review sites. Instead, see if the city you’re staying in has an Eater site. Eater has a pulse like no other on local restaurant scenes, from ethnic eateries to fine dining.
The Infatuation
The Infatuation is another great food site for honest reviews, guides and features on local restaurants. With coverage in nearly 50 cities, including international ones, there’s even more to love. Follow them on Instagram, too – they have an account for almost every city they cover!
Meal kit delivery services
Those staying in a serviced apartment or other extended-stay housing are fortunate to have access to a full kitchen. Being able to cook your own meals is a huge plus, and meal kit delivery services can make it a whole lot more convenient. The ingredients for each meal come in just the right amounts, so you’re not stuck buying a bundle of carrots when all you need is a single carrot. Travel blogger Cory Lee lists even more reasons it’s great for digital nomads and extended stay business travelers. There are too many options to name just one, so check out Bon Appétit’s top favorites.
Community
Creating a sense of community is worth the effort no matter where you are, and for how long. Use these tools to help you connect with others during your travels, either online or in-person.
Reddit
Reddit is one of the best places on the internet for people from all over to discuss topics and share resources. Because it’s less commercialized, you’ll find some of the most honest and real insights. Topics are divided into what are called subreddits.
For instance, there’s a subreddit on business travel, one on travel hacks and one for digital nomads. You can also find subreddits for almost any country, city or neighborhood in the world. Just use Reddit’s search bar to find subreddits, or individual posts.
Meetup
Who says you can’t make friends during business travel? It’s important to socialize and meet new people outside of work, even in a city you’re only staying in temporarily. Meetup is where people go to do just that. Use the site or the app to find in-person meetups near you, or host your own!
Nextdoor
You may use Nextdoor at home, but why not use it away from home too? Download the app and find the neighborhood you’re staying in, then get to know your temporary neighbors and the community. Members use it to share information and resources, ask question.
Other
We couldn’t let you go without mentioning these resources, which can save you a lot of hassle.
Dark Sky
No one can perfectly predict the weather – but Dark Sky comes pretty close. The hyper-accurate, hyper-local weather app can tell you down to the minute when to expect rain, snow, sun, clouds, etc.
When you’re traveling and unfamiliar with the local climate, this level of accuracy is key. You can even enable push notifications to know just when to whip out your umbrella. Dark Sky is $3.99 to download, and only available on iOS.
CLEAR
You may have noticed lately that TSA PreCheck lines at airports are getting longer and less efficient. Due to its popularity, PreCheck’s benefit of shorter, smoother security lines is beginning to dwindle. It may be time to upgrade to CLEAR, which allows you to confirm your identity via biometrics rather than traditional ID documents. CLEAR operates in over 50 airports throughout the US, and its lines tend to be shorter than those for PreCheck. An annual membership is $189, a bit more than TSA PreCheck, but some credit card reward programs offer a complimentary or discounted membership.
Accommodating a large group move in a tighthousing market under pandemic restrictions.
The Opportunity
A large-scale Bay Area based surgical device manufacturing and development company required assistance with their global rotational training programs.
On an annual basis, the company hosts three rotational four-six-week training programs throughout three global regions; Sunnyvale, CA, USA; Atlanta, GA, USA; and Freiburg, Germany. The training programs typically consist of multiple groups of new hires, the company’s future sales, and clinician leaders, to train on and become fluent in the company’s products and services. The program is extremely competitive and requires a high-level of collaboration amongst participants and proctors.
Program Requirements
Location Density between 1-2 properties
Seamless arrival experience
A range of 1 & 2-bedroom apartments
An environment fostering team building and camaraderie
Apartment(s) near public transportation
High walkability and proximity to downtown
Guest experience parity amongst all three global locations
Safe, secure locations
24/7 guest service
The Challenge
Typically, the company placed each new hire group within one property location dispersed amongst a range of two-bedroom apartments. Given the placement was during COVID-19, each program participant required their own one-bedroom space.
Obstacles Present
Available inventory proximity to client headquarters
Available inventory proximity to downtown life(e.g., restaurants, local services, and attractions)
Recruitment type atmosphere
Creating a consistent experience amongst all three global locations
Guest arrivals spread out through different times and days
Enhanced duty of care requirements due to COVID-19
Synergy Differentiators in Play
The Synergy Solution
Servicing the this account required a strong understanding of the client training program’s purpose and goals. This understanding formed the basis to understand how Synergy’s accommodations could help facilitate those goals and, ultimately, add value to the program. Through his research Synergy Business Development Manager, David Toledo noticed an opportunity to add value to the guest experience via strategic property placements in close proximity to the location’s downtown districts/area.
Personalized arrival video:
Created a connection with the client
Delivered Synergy’s understanding of the program’s goals
Conveyed an understanding of what was at stake for each attendee
Confirmed the level of importance placed on the guest experience
To further nurture this value, Mr. Toledo got inside the mind of a training program attendee by personally staying at each Sunnyvale property within the proposal. At each property, he filmed the entire experience highlighting the specific value-adds each property brought to the final proposal.
Mr. Toledo’s action highlights the effort, time, and care Synergy’s associates go to bring highly personal and adaptive housing experiences to Synergy’s client base. This level of service is part of Synergy’s trademark consultative partnership client mentality.
The final product showcased the:
Apartment and property amenities and their enhanced health and safety protocols
Area’s walkability and local attractions (e.g., restaurants, shopping malls, outdoor markets, etc.)
Proximity to public transportation
Overall commute time to the Intuitive campus
Overall, the video gave the company contacts a firm understanding of how the location could enhance the program’s overall completion rate, foster greater connectivity to their internal culture, and enhance the overall program’s value.
“There are several reasons Synergy was the optimal solution for us. The most impactful have been the high communication, excellent follow up and customer experience. I really feel comfortable knowing who is behind the operations… the entire team has been excellent.”
– Client Contact
Success
Synergy successfully challenged the status quo of the company’s incumbent provider with an innovative proposal that highlighted our consultative approach to solving a business need while adding value to the overall employee experience.
The result was a highly adaptive and custom partnership backed by award-winning guest hospitality and client service. The initial contract started with two USA locations and a Freiburg, Germany locations to follow the same structure of success as those respective programs went live.
Synergy’s Winning Proposal
Provided three properties clustered within one block of each other which facilitated program participation and collaboration
Each building offered secure access, security cameras, and 24/7 on-site security and staff
The property were close to downtown Sunnyvale’s Historic Murphy’s District enhancing the guest experience
Adjacent public transportation hub offered quick commute to Intuitive’s campus
Dedicated account management team to resolve all service challenges immediately
Custom welcome packages for each guest
Custom web-based landing pages highlighting property, apartment, and city amenities and attractions
Personalized, white-glove, meet & greet services provided each guest with a welcoming, reassuring arrival experience
Specialty Package
Care Package
Cleaning supply package
Housing program webpage
Welcome packet & Area guide
Video featuring location & check-in
Amenities & property map
White glove Meet & Greets to ensure guest experience excellence
“Solutions only matter if they add value. I am not looking to answer a need with a product. I am looking to find unique, innovative solutions I can leverage to create an immediate impact and reframe the benchmark of success.”
–David Toledo, Business Development Manager, Synergy Global Housing
Our friendly team is on hand to discuss your furnished apartment requirements today.
For extended stay business travel, a hotel may not cut it. Most of them are not well suited for long-term stays, containing little more than a bed, bathroom, nightstand and dresser. Let us key you in on another extended stay travel secret: serviced apartments.
They’ve got everything you need for a longer stay, and Synergy has them available all over the world. Search and book your accommodations and make your next business trip your most seamless one yet.
We have worked relentlessly to secure ISO 27001:2022 certification, the gold standard in global data security practices. This gives you absolute confidence that we uphold the most stringent standards of data security, and that your sensitive information is safeguarded to the highest possible degree.
Health & Safety
SynergySMART (Simple Mobile Apartment Reporting Technology) is a cloud-based application that facilitates the tracking and measurement of Synergy’s health, cleanliness and safety protocols across our global apartment inventory. A first of its kind in the accommodation sector, SynergySMART aims to elevate the level of consistency across our global portfolio to ensure guest satisfaction and traveler confidence.
24/7 support
By developing local teams with deep knowledge of their regions allows us to seamlessly serve clients everywhere. Our 24/7 regional teams are the cornerstone of Synergy's renowned guest support, but it's our real-time communication that truly sets us apart. We collaborate directly with clients, ensuring immediate responsiveness and adaptability in any market situation. This level of transparency and partnership creates lasting value for every guest.
Our friendly team is on hand to discuss your furnished apartment requirements today.
