Roami Case Study

Behind Roami’s Tremendous Growth

Ashley Banks, Roami’s Director of Guest experience shared 6 main growth drives for the company:

Effective Communication

Emphasizing the importance of clear and timely communication with guests, tailored to their diverse needs and technological familiarity.

Adaptability

The company’s ability to listen to guest feedback and quickly adapt to challenges, ensuring continuous improvement in their offerings.

Technology Integration

Partnering with Enso Connect to implement advanced automations and a unified guest journey, from booking to post-stay reviews.

Quality Over Quantity

While aiming for expansion, Roami prioritizes offering high-quality experiences over merely increasing their property count.

Guest-Centric Approach

A focus on understanding and catering to guest needs, ensuring they have a seamless and memorable experience.

Company Culture

Embracing core values like “team first” and fostering a collaborative environment that drives growth and innovation.

Roami’s Vision of Great Guest Experience

Part of the guest experience is when you book, you just want to book, get what you need done, and then be excited for the trip. I’d like to just book it and have confidence that everything’s set up. Anything I need to do should be short and quick. When I open the door after a long journey, I want to relax. We send those pre-steps to guests as reminders. For instance, ‘you’re checking in in a couple of days, here’s a link to your boarding pass.’ It’s about that seamless effort.

I think we’re all on the same page. Everyone at the company is making sure we have the best guest experience. If there are any hiccups, we’re fast to fix them. We listen to our guests. It’s about being adaptable. As long as we keep that focus and continue to take feedback and listen to our reviews, we can grow and adapt with the company as the rest of the market does.

What’s next?

“In a year, I’d like us to have probably fewer Google Sheets but keep going on with what we’re doing and having more automations, like we’re doing with Enso. As a company, we want to continue that smart growth, going into places that guests really want us to be in, and maintaining the fact that we do listen. The goal is to grow and to be better than we were yesterday. We love the culture at the company, and one of our core values is ‘team first.’ Working together and having that collaboration is really important to us. If we hold on to that, we’ll grow, whether it’s in a year or five years.”