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Turning Potential into Performance: Early Wins from the Provident Hotels Partnership
In the winter of 2024, Brittain Resorts & Hotels officially took over management of the Provident Hotels & Resorts portfolio—eight properties located across some of Florida’s most competitive and desirable markets. While the transition is still in its early stages, the results are already speaking for themselves.
From the outset, our goal was to bring consistency, structure, and performance-driven leadership to a group of properties with tremendous potential. In just a few months, that potential is turning into measurable momentum. One of the most immediate wins has been in guest engagement and booking performance. By shifting call center strategy to focus more heavily on outbound lead generation, lead calls surged by 72%, connecting our team with more potential guests than ever before. Despite the expected dip in conversion rates with higher volume, total booked reservations still increased by 14%. New revenue channels are already emerging, with email booking efforts generating thousands in incremental income and agent-generated lead revenue increasing by 9%.
Provident Doral at The Blue
Doral (Miami-Dade County), Fla.
We also uncovered more than $70,000 in under-collected revenue across various OTA channels—an important catch that immediately improved financial performance. At the same time, we successfully reduced OTA commission rates across the portfolio by bringing the properties under our existing agreements, driving long-term cost savings and greater profitability.
On the marketing front, we’ve completely restructured how the Provident portfolio shows up digitally. Social media, paid campaigns, and blog content are now centralized under one strategy, while new websites are in development to simplify the user experience and drive more direct bookings. We’ve launched full SEO and Metasearch campaigns, implemented a new CRM to activate guest databases, and introduced professional photography across the portfolio to modernize each property’s online presence. Even the way reviews are managed has been upgraded with a new system to protect and enhance online reputation.
Behind the scenes, operations are becoming stronger by the day. We’ve implemented job descriptions, SOPs, performance reviews, and training programs—creating structure and accountability where it was previously lacking. Recruiting has now been centralized under our Team Member Services approach, offering a more consistent and supportive process for both applicants and on-property teams. We’ve also added a bilingual team member to help ensure clear, inclusive communication during interviews and onboarding. We are also introducing HR analytics, giving leadership meaningful insight to make thoughtful, data-informed decisions that support team stability and long-term success.
Even in Food & Beverage, where foundational change takes time, key steps are in motion. We’ve transitioned the purchasing program to Avendra, unlocking immediate cost savings and setting the stage for smarter vendor partnerships and menu strategies.
Across every area of the business, we’ve introduced tools, talent, and strategy that are already delivering results. Whether it’s strengthening guest engagement, improving marketing ROI, optimizing revenue streams, or creating a more scalable operational model, the early impact of the Provident transition reflects the value of having the right management partner in place.
Brittain Resorts & Hotels (BRH) is a full-service hospitality management company providing multi-layered expertise in all disciplines of hotel and resort operations. Since 1943, BRH has been enriching the lives of its team members, guests, partners, and the communities they serve by providing exceptional guest experiences, a supportive work environment, and superior returns. With over 4,700+ rooms, suites, and condos in the portfolio, the company currently operates 30+ hotels and resorts and 45+ restaurants & bars within the United States.
Media Contact:
Patrick Norton
Chief Marketing Officer
Phone: (843) 282-7359
[email protected]