Watch: Consistent Execution, at scale, Makes Affordable Luxury Accessible for the Modern Globetrotter

CitizenM was founded in 2007 with a bold vision: to redefine the hotel industry by offering luxury stays at an affordable price point. Frustrated by uninspired, overpriced accommodations, founder Rattan Chadha envisioned a brand that blended high-end comfort with accessibility, creating a new standard for modern hospitality. By establishing hotels in prime metropolitan locations like London, New York, and Amsterdam, CitizenM ensures guests enjoy a consistent, high-quality experience. Guided by guest feedback and driven by innovation, CitizenM combines strategic design, advanced technology, and an unwavering commitment to excellence, reshaping the way travelers experience the world’s top cities.

But consistency of experience is only possible with a consistent approach to delivery.

According to Heather Skeehan, Director of Strategic Design Implementation, CitizenM’s commitment to consistency is essential to its DNA. CitizenM meticulously ensures that every hotel reflects the brand’s core values, focusing on delivering a reliable, luxurious guest experience. The design and development teams think beyond individual projects and aim to provide a uniform standard of excellence across every location implementing advanced technology, like partnering with OnsiteIQ.

With hotels scattered throughout the United States, CitizenM faces logistical challenges in overseeing multiple projects. Chris Baxter, Managing Director of Project Management, explains how remote monitoring tools allow CitizenM to keep project timelines on track. This approach reduces the need for constant on-site presence, enabling project directors to monitor milestones and ensure consistent quality in every CitizenM hotel.

CitizenM integrates industry-advanced tools and technology to streamline its processes. Heather emphasizes that transparency is crucial, and CitizenM employs shared platforms to ensure real-time access to project data. By adopting collaborative platforms, CitizenM teams can track costs, schedules, and project progress more effectively, benefiting both internal and external stakeholders.

CitizenM’s standardized designs across different locations allow the company to benchmark costs accurately, as noted by Chris. With each project feeding back into a robust database, CitizenM can model expenses and ensure cost efficiency, enhancing overall profitability and scalability.

OnsiteIQ has been instrumental in achieving CitizenM’s goals of operational efficiency and transparency. Rani Gharbie, Head of Investments for the Americas, explains that remote site monitoring provided by OnsiteIQ has reduced the need for travel, freeing up resources within CitizenM’s construction and design teams, protecting cost per square foot. OnsiteIQ’s 360-degree walkthroughs allow CitizenM to monitor progress, identify potential issues, and verify milestones from anywhere to help reduce delays as quickly as possible.

Consistent execution at scale isn’t just about the customer experience but also what it takes to deliver that experience. The consistent construction data provided by OnsiteIQ Momentum™️ allows citizenM to create a seamless workflow from development to operations. This unified platform has bridged gaps between different stages of the development lifecycle, fostering a more collaborative and efficient environment within the organization. The ability to capture, maintain, and analyze accurate, comprehensive records of construction delivery and milestones has become vital for ensuring the hotel chain maintains scalable and repeatable returns across their global sites to ultimately deliver a consistent brand experience.

CitizenM’s partnership with OnsiteIQ exemplifies the brand’s forward-thinking approach to hospitality, combining innovation with a commitment to quality. By integrating advanced monitoring and data tools, CitizenM has revolutionized its development and management practices, paving the way for future growth and profitability. The brand’s investment in technology continues to solidify its promise of affordable luxury, ensuring CitizenM remains a pioneer in the modern hotel industry.