Ep 7. Pacific Hospitality

Marcus Lemonis travels to Southern California to assist Pacific Hospitality Group, a family-owned hotel management company that is struggling to keep up with the competition. The company operates several hotels and resorts, but despite having a strong reputation for providing exceptional service, Pacific Hospitality is unable to increase its revenue and expand its business.

Upon his arrival, Lemonis meets with Michael Gallegos, one of the owners of Pacific Hospitality, who explains the challenges the company is facing. Gallegos reveals that the company has been losing money over the past few years due to the escalating costs of running its properties and the lack of a strong marketing strategy to attract new customers.

Lemonis begins his assessment of the company by visiting its flagship property, the Balboa Bay Resort located in Newport Beach. While impressed with the stunning location and beautiful facilities, Lemonis discovers several areas that need improvement, including the outdated decor, the cumbersome check-in process, and the lack of communication between the staff and management.

Lemonis also meets with representatives from Pacific Hospitality's marketing team, who explain the company's struggle to establish a strong online presence. The team reveals that the company's website and social media pages are not optimized for search engines and lack engaging content, making it difficult for potential customers to find and book reservations.

Lemonis confronts the owners about their lack of investment in marketing and suggests a complete overhaul of their website and social media strategy. The owners agree to let Lemonis bring in a team of experts to revamp their digital marketing plan, which includes creating a new website, developing creative content, and executing a targeted online advertising campaign.

In addition to improving the company's digital presence, Lemonis also focuses on enhancing the guest experience at Pacific Hospitality's properties. He introduces new customer service protocols, such as providing guests with personalized welcome packages and offering staff training to improve their communication skills.

One of the major challenges Lemonis faces is convincing the owners to invest in technology that would streamline the check-in and check-out process for guests. He brings in a technology expert who demonstrates how a new software system can save time and money while improving the guest experience. The owners are hesitant at first but eventually agree to implement the new system.

At the end of his visit, Lemonis presents his plan to the owners, which includes a full-scale rebranding of the company, a focus on customer service, and significant investments in technology and marketing. The owners are impressed with Lemonis's vision and agree to implement his recommendations.

The episode concludes with Lemonis returning to Pacific Hospitality several months later to check on the progress of his plan. He meets with the owners, who reveal that their revenue has increased by 20% since implementing Lemonis's suggestions. The owners also report that customer reviews have improved significantly, and they are seeing an influx of bookings from new customers.

Overall, the episode showcases Lemonis's ability to assess a struggling business and develop a comprehensive plan to revitalize it. Through his expertise in marketing, customer service, and technology, Lemonis helps Pacific Hospitality improve its revenue, reputation, and overall business operations.