Extending Boutique Excellence: How Refinery Hotel Achieved 24/7 Revenue Growth with Cendyn and Tyme Global
Refinery Hotel is a boutique luxury, mid-size property in Manhattan’s Garment District serving a weekday mix of corporate travelers (retail, fashion, finance, tech) and weekend leisure families. After partnering with Tyme Global four years ago, the hotel adopted Tyme Global’s Central Reservations call center to extend coverage and protect the hotel’s high-touch brand experience.
CHALLENGES & SOLUTIONS
Powered by the Tyme Global × Cendyn partnership, the program kept brand standards consistent and the guest experience cohesive across every touchpoint.
- Limited reservations hours (9–5) and staffing costs
Move from two in-house 9–5 reservationists to Tyme Global’s 24/7 Central Reservations coverage—so every inquiry gets a timely, brand-aligned response - Maintaining a boutique, “Refinery-voice” guest experience with a third party
Tyme Global agents were trained directly in Refinery’s PMS and service standards. Hands-on enablement by Danielle and team ensured scripts, tone, and selling approach matched the hotel’s tailored service. - Onboarding risk & operational friction
Implementation was smooth with no system hurdles. Regular, open communication (including twice-monthly calls) created a continuous feedback loop and helped the hotel restructure its reservations approach with confidence
Our team of managers and agents is responsive and friendly. I have a twice-monthly call with Danielle, but I know I can always reach out to her and the other managers if we need anything… Agents have even called to clarify specifics about the hotel. They're pleasant to speak with and quick to address concerns.
BUSINESS IMPACT
Before: 9–5-only coverage meant missed after-hours bookings, delayed responses, and friction for guests planning across time zones.
After: 24/7 reservation coverage captured incremental demand overnight and on weekends, directly lifting revenue and guest satisfaction through faster responses and zero “dead hours.”
WIN & BENEFITS
The partnership with Tyme Global yielded both quantitative and qualitative benefits for the Refinery Hotel:
- 24/7 coverage → more revenue, more satisfied guests.
- Direct revenue impact from the call center:
- 1,918 room nights (YTD Sep 2024)
- $430 ADR
- $825 k revenue
- +17.1 % revenue growth vs 2023
- Cost efficiency: Reduced need for multiple in-house agents while expanding availability far beyond 9–5.
- Brand reputation: Around-the-clock, service-consistent coverage contributes to maintaining top-three service status in the NYC boutique-luxury segment.
- Operational assurance: Agents double-check details and escalate questions quickly, protecting accuracy and guest trust.
Its been a great pleasure working with Tyme Global and a beneficial partnership we look forward to continued success together
CONCLUSION
By extending reservations to 24/7 with a fully trained, brand-matched team, Refinery Hotel increased revenue, reduced staffing costs, and preserved the boutique experience guests expect—proving that the right outsourced partner can be a seamless extension of on-property service.
Refinery Hotel
About
Refinery Hotel is a luxury 5-star property located in Midtown Manhattan’s Garment District. This independent boutique hotel, located in the historic 1912 Colony Arcade building, features stylish loft rooms, the acclaimed Parker & Quinn restaurant, and the trendsetting Refinery Rooftop bar favored by both locals and visitors.
