Pivot, the lifestyle hotel operating vehicle of Davidson Hospitality Group, perfected its guest experience in 2023, according to Executive Vice President Rick Colangelo.
Many hotel management companies have entered the lifestyle hotel segment as it has become a highly desirable space for today's travelers, Colangelo said.
Despite more competition in the segment, Pivot has been diligent with how it differentiates its team and properties. Pivot launched in 2016 and has a portfolio of 35 hotels.
"Perpetuating the mission from Pivot’s original launch back in 2016, our lifestyle division continues to thrive because of our esteemed operators. There is a real difference in execution. What we do is take the best of the best and incorporate our 'servant leadership' to create a culture that transforms our hotels into the highest design properties with incredible restaurants, bars and nightlife, but most importantly heartfelt and connected service for our guests," he said via email. "We strive to make an emotional connection. We create, excite and enliven the guest experience as the way to profit for our owners. We are a top-line driven company."
Colangelo said his team is most proud of how it manages its financial stewardship responsibilities to the company's hotel owners and maximizes their investments.
Many of Pivot's owners have had to recapitalize and restructure this year. Pivot leveraged its expertise to optimize performance across all aspects of owners' assets, including top-line and bottom-line results and guest satisfaction, he said.
"We have implemented new programs to ensure our lifestyle portfolio continues to flourish, including the development of 'Pivot vibe,' which evaluates the overall expression and execution of the guest journey," he said.
"Each property has its own story to tell. At Pivot, we value that story and rely on it to inspire every aspect of our work, from better understanding the business and directing our operations team, to creating authentic, memorable guest experiences. The 'Pivot vibe' looks at everything from atmosphere [such as] sight, sound scent and style, to service [including] guest interaction essentials to elemental and detail-driven expressions — staff presentation, signage, amenities, etc. Every touchpoint is purposeful," he said.
In 2023, Pivot's parent company Davidson Hospitality Group was one of two third-party hotel management companies that tied in the highest ranking of overall guest satisfaction. The other company was Dimension Hospitality. Both companies scored 725 on a 1,000-point scale. This is Davidson's second consecutive year at the top.
"We have unique skill sets that others do not have. Our team is comprised of true lifestyle operators who have spent their entire careers in the lifestyle and independent space and specialize in it through and through," Colangelo said. "With a deep-rooted passion for continuous innovation, our approach to operations helps these properties stand out in the sea of sameness."
Portfolio Growth
Pivot made new additions to its portfolio in 2023, including the Wave Resort and The Bungalow in Long Branch, New Jersey. Additionally, it added a historic hotel in South Florida that hasn't been officially announced yet.
The team is currently overseeing a transformation in the Florida Keys with the Islamorada Resort Collection, which includes Amara Cay Resort, La Siesta Resort & Marina, Pelican Cove Resort & Marina and Postcard Inn Beach Resort & Marina.
Earlier in 2023, Pivot introduced Alma, a reimagined bar and lounge experience at Hotel Zachary in Chicago and completed a soft renovation at The Camby, Autograph Collection in Phoenix.
Colangelo said Pivot always looks for new deals to complement its portfolio.
"In 2024, we will continue to focus our energy on driving exceptional performance for our current portfolio. The operating team is laser-focused on enhancing property performance for the existing hotels through strategic storytelling, greater leadership, agility in response and diversified technology platforms. The business development team secures new deals for us," he added.
Markets that Colangelo would like to see Pivot enter include leisure destinations such as Mexico and the Caribbean. He also sees opportunities in some city centers that are making a comeback.
Pivot is the only third-party franchise operator for the 21c Museum Hotels brand, is among the first third-party operators of Kimpton Hotels & Restaurants and is among the few third-party operators of Nobu Hotels.