Hard Rock International modernized its brand-compliance program with RizePoint, replacing spreadsheet-driven annual evaluations with a continuous improvement process.
Challenge: Make Global Brand Evaluations More Actionable
Hard Rock’s quality-assurance team was evaluating brand standards across hotels and casinos through extensive on-site executive visits. The process required significant travel and leadership time, but the primary output was an annual spreadsheet and compliance score with limited follow-up between evaluations.
Solution: Mobile Audits and Corrective Action
Hard Rock selected RizePoint to create a more scalable approach. Property managers began the year with self-audits using Mobile Auditor, giving local teams and the support center earlier visibility into non-compliant items. Corrective Action Management then turned those findings into trackable follow-up rather than leaving the evaluation as a once-a-year event.
The on-site visit also changed: instead of sending a large executive team, Hard Rock could focus the visit on the areas that required direct observation and coaching.
Results
- Property evaluation scores improved by more than 5% overall in the first year.
- Several individual properties improved brand-compliance scores by more than 10%.
- Travel expenses fell by more than 85% in the first year.
- The program shifted from annual inspection toward ongoing accountability and continuous improvement.
“The advantages of Mobile Auditor—using a tablet for inspection 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!”
Kelli Gowan, Quality Assurance Manager for HRI
