How The Grand Resort Increased Staff Tips by 63% in 90 Days
A luxury resort transformed their tipping culture and staff earnings with Aplauso's digital gratuity platform.
Results at a Glance
The Challenge
The Grand Resort, a 450-room luxury property in Southern California, faced a common but serious problem: their hardworking staff was missing out on tips they deserved.
Key Issues:
- •Only 32% of guests were leaving tips for housekeeping and concierge staff
- •Cash-only culture left guests without small bills and staff with inconsistent income
- •No visibility into who provided excellent service, making it hard for guests to tip specific staff
- •Staff morale declining due to unpredictable and declining tip income
"We knew our team was delivering 5-star service, but the tips didn't reflect it," says Michael Chen, General Manager. "In today's cashless society, we needed a modern solution."
The Aplauso Solution
The Grand Resort implemented Aplauso's complete digital tipping platform across all guest touchpoints.
Phase 1: QR Codes Everywhere
Placed branded QR codes in every room, on staff name tags, at the concierge desk, valet stand, and spa reception.
- ✓ Guests scan, select staff by name or department
- ✓ Add optional rating and message
- ✓ Tip in seconds with Apple Pay, Google Pay, or card
Phase 2: Kiosk at Checkout
Installed a sleek touchscreen kiosk at the front desk for guests to tip during checkout.
- ✓ Staff prompted guests: "Would you like to recognize your housekeeping team?"
- ✓ Simple tap interface with suggested amounts
- ✓ Option to add to room bill or pay separately
Phase 3: Staff Empowerment
Every team member got access to their personal Aplauso dashboard.
- ✓ Real-time notifications when they receive tips
- ✓ See ratings and guest messages of appreciation
- ✓ Withdraw tips 24/7 with no fees or waiting periods
- ✓ Keep 85% of all new digital tips (15% platform fee)
The Results
Within 90 days of launching Aplauso, The Grand Resort saw transformative results:
Staff Impact
- Employee retention improved by 27% in positions that traditionally had high turnover
- Staff satisfaction scores jumped from 6.2 to 8.4 out of 10 in internal surveys
- Zero complaints about tip distribution thanks to transparent individual earnings
- Team morale skyrocketed as staff received real-time appreciation from guests
What People Are Saying
"Aplauso didn't just increase our tips, it transformed our entire culture. Staff are more motivated, guests feel good about recognizing great service, and we're seeing it reflected in our reviews and repeat bookings."
"I used to average maybe $400 a month in tips. Now I'm consistently making over $1,200. The best part? I get instant notifications when guests appreciate my work. It makes every day more rewarding."
"As a guest, I love being able to tip the housekeeper who actually cleaned my room, not just leaving cash that might go to anyone. The QR code on their name tag made it so easy."
Key Takeaways
Modern guests prefer digital payments. Make tipping as easy as paying for coffee.
QR codes in rooms, kiosks at checkout, and staff name tags all drive participation.
Real-time notifications and instant access to earnings boost morale and retention.
Guests love knowing their tip goes directly to the person who served them.
Ready to Transform Your Tipping Culture?
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No setup fees • No monthly costs • Staff keep 85%