Chicago, IL — Experiential Capital Group, owner and operator of The Neighborhood Hotel, has partnered with Chicago-based Staffolio to enhance its customer service and operations through the strategic use of Virtual Assistants (VAs). The initiative is part of a broader effort to scale efficiently while maintaining the brand’s signature high-touch guest experience across its four locations in Chicago and Southwest Michigan.
Staffolio specializes in helping companies identify top-tier VAs, and has been instrumental in supporting The Neighborhood Hotel as they dial in operations as part of an effort to achieve its expansion plans. The VAs are responsible for handling the majority of inbound calls, coordinating guest and maintenance requests, managing vendor communications, and tracking work orders via Breezeway, the hotel’s preferred operations platform for property care and operations.
With the help of our incredible VA team, we’ve gone from handling 85% of guest calls from our Chicago HQ to managing just 15%, freeing up our time to work on the business, while maintaining a high level of service,
Jack Bakker, Operations Analyst at The Neighborhood Hotel. The Staffolio team made it seamless for our VA team to integrate into our systems and our culture.
Abby Diaz, onboarding specialist, who leads Staffolio’s operations in the Philippines, has been a key partner in building and managing the VA team. Her attention to detail and understanding of hospitality workflows has allowed The Neighborhood Hotel to extend its hospitality ethos virtually, without missing a beat.
Our guests continue call our staff in reviews, even as that staff interaction is delivered via text, email and on the telephone and through on-site staff second. That’s the result of building the right systems, maintaining our brand language in conversation, and treating guests how they want to be treated.
said Jonathan Gordon, Founder and CEO of Experiential Capital Group.
As The Neighborhood Hotel continues to expand, the ability to scale operations without compromising service quality is more critical than ever. By leveraging Staffolio’s expertise and building a virtual team aligned with the brand’s hospitality-first values, Experiential Capital Group is setting a new standard in modern, tech-enabled guest service.
For more information on The Neighborhood Hotel’s guest experience strategy, contact us at [email protected]
About Experiential Capital Group
The Neighborhood Hotel is owned and operated by Experiential Capital Group (ECG), who believes the lines are blending between real estate asset types, demanding more dynamic and relevant user experiences, like The Neighborhood. Founder Jonathan Gordon, a travel enthusiast, was inspired to create the new hotel brand from his business travels. Spending weeks in convention centers or business districts and their nearby hotels and restaurants, he missed the essence of the city he was in and craved more authentic travel experiences – discovering neighborhood coffee shops, unearthing local running paths and so much more, even if it meant he was further from his meetings. With The Neighborhood Hotel, the properties appeal to both business and leisure travelers who are looking to truly understand what makes their destination unique. When you stay at The Neighborhood Hotel, you are part of the community and have a place to call home.
About Staffolio
Staffolio is a Chicago-based company that connects growing businesses with skilled Virtual Assistants around the world. With a strong operational team in the Philippines, Staffolio delivers high-performing talent and seamless integration for companies looking to scale smartly and sustainably.
Jonathan Gordon
Founder & CEO
The Neighborhood Hotel
