Hard Rock International (HRI) is one of the most iconic brands. With venues in 74 countries, including 178 cafes, 24 hotels, 10 casinos, and a collection of music memorabilia, Hard Rock is a world-renowned business.

Maintaining consistency across the hotel and casino portfolio can be challenging. Executing a brand standard with the unique voice, service standards, and experience that Hard Rock delivers requires robust quality assurance. The quality assurance standard for Hard Rock Hotels and Casinos includes an evaluation on the implementation and execution of its brand standards. These brand standards identify and differentiate each property as “Hard Rock.”

Brand Compliance Trends for 2018

Brand experts predict that 2018 will be the year when brands deploy technology to ensure transparency, identity, and real-time damage control. Businesses recognize that in order to build strong relationships with customers, they must maintain and execute brand compliance. HRI was an early adopter of harnesses mobile technology to help streamline and monitor the brand compliance process. In 2018 we predict more businesses will adopt mobile- and cloud-based solutions to improve the quality management process. Further, ensuring brand compliance requires functionality beyond operational checklists; franchise locations will adopt technology for business intelligence and automated corrective action capabilities to enable franchise-wide brand compliance.

Evaluations that Rock

Since 2015, RizePoint has been providing HRI the tools they need to operate efficiently and constantly improve brand compliance results. Before RizePoint, HRI had been completing brand compliance evaluations through annual property visits with an extensive executive team. While the meetings were productive, the expense of travel and limited reporting visibility led HRI’s quality assurance team to look for a way to streamline the evaluation process. Hard Rock International’s quality assurance team chose RizePoint because its functionality went beyond operational checklists and enabled franchise-wide brand compliance.

With RizePoint, HRI made three major improvements to the evaluation process:

1. Using Mobile Auditor, property managers start their year knowing that non-compliant items could be addressed year-long, and both the property manager and support center can reach best practices and possible solutions quickly.
2. By utilizing RizePoint Corrective Action Management (CAM feature), HRI property managers have the tools they need to organize, prioritize, and address non-compliant items daily.
3. By creating ongoing brand improvement conversations, the new evaluation process increased brand compliance by more than 10%. After improving the evaluation process, HRI identified additional uses to give them added value from the platform.

Hard Rock Rises Above

With RizePoint, HRI has ensured greater brand compliance by using technology to improve transparency, identity, and real-time non-compliant issues. As Kelli Gowan, quality assurance manager for HRI, put it, “The advantages of Mobile Auditor—using a tablet for inspecting forms, with the ability to document via text and images and automatically generate reports—well, the system sells itself. There’s no going back to Excel!”

RizePoint is the global leader in quality management SaaS solutions. RizePoint software creates a hub of valuable compliance information to align organizational focus on brand protection. Read the full case study to learn how RizePoint reduced Hard Rock International’s expenses and increased brand compliance.