Case Study: Sustaining Excellence and Flexibility During Industry Uncertainty

How Xclusive Services Partners with a 2,500-Room Luxury Icon to Build Staffing Flexibility for Uncertain Times

For large-scale resorts, staffing has always been a challenge — but during times of volatility, it becomes a defining factor between operational success and service breakdown. At one major luxury resort and convention property, leadership faced this reality head-on during the global pandemic. With events canceled, occupancy fluctuating, and constant uncertainty, they needed a partner who could adapt with them.

Xclusive Services became that partner. The relationship began at the height of disruption and has since grown into a model of how flexible staffing can help properties not only weather a crisis but thrive long after.

With more than 2,500 guest rooms, 20+ restaurants and lounges, and a sprawling convention center, the property serves families, business travelers, and convention guests from around the world.  Guest expectations are exceptionally high. From immaculate rooms to flawless dining experiences, leadership must deliver at scale — every day of the year.

The Challenge

When the resort began reopening in 2021, leadership faced three pressing challenges:

• Labor Shortages Post-COVID: Many experienced hospitality workers had left the industry, leaving gaps across housekeeping, food and beverage, and maintenance. 
• Unpredictable Occupancy: As travel resumed, guest volumes fluctuated dramatically with convention schedules, international restrictions, and sudden cancellations. 
• Maintaining Four-Star Standards: Guests returning to travel still expected the luxury experience the property was known for — regardless of the staffing challenges behind the scenes.

In addition, the property had historically managed staffing entirely in-house. Leadership had little experience with contingent staffing partners and some skepticism about whether a partner could deliver the service quality required at a luxury property.

The Xclusive Solution

Xclusive Services stepped in during one of the most uncertain moments in modern hospitality — and built a model that continues to serve the property today.

“What makes the difference is that we’re not just sending people to fill shifts,” says Oscar Oreffechi, Regional Manager, Xclusive Services. “We’re on property, every day, working side-by-side with hotel leadership. That’s how we earn their trust — by becoming part of their team and helping them deliver the guest experience their brand is known for.”

1. Rapid Deployment During COVID Recovery

In July 2021, Xclusive began supplying staff to help the resort reopen at scale. At the height of recovery, more than 250 associates were deployed across the property, filling urgent needs in housekeeping, food and beverage, purchasing, and engineering.

2. Building Trust Through Responsiveness

At first, some department leaders were hesitant. For example, culinary leadership was unsure whether contingent staff could meet their standards. But when requests for specialized roles like pastry chefs, sushi cooks, or banquet line cooks were met within days, confidence grew quickly.

What started as a pilot program became a relationship built on reliability.

3. Embedded On-Site Management

Xclusive didn’t just send staff — the company placed a dedicated on-site manager at the property to oversee uniforms, scheduling, inspections, and daily communication. This presence integrated Xclusive into the property’s culture and gave leadership a true partner rather than a vendor.

4. Support for Expansion

When the property opened in 2021, Xclusive was part of the launch team. By supplying staff from day one, Xclusive ensured the new tower opened smoothly, fully staffed, and ready for guests.

Results

Today, long after the initial COVID recovery, the partnership with Xclusive remains strong — and essential.

• 200+ Associates On-Site Daily
  Xclusive continues to provide staff across housekeeping, food and beverage, and operations support. 
• Flexibility in Staffing
  The property scales staff up quickly for conventions, seasonal peaks, or large group bookings, then scales down when occupancy dips — avoiding the cost of overstaffing while protecting service quality. 
• Maintaining Luxury Standards
  By embedding its culture of recognition and accountability, Xclusive helps the property maintain the four-star standards guests expect, no matter how unpredictable the market becomes. 
• Trusted Long-Term Partner
  What began as a short-term recovery solution has evolved into a trusted, ongoing partnership. Today, Xclusive is the only staffing partner used across multiple departments at the resort.

Conclusion

This story reflects a broader truth in hospitality: staffing flexibility isn’t just a response to a crisis — it’s a strategy for long-term resilience.

Xclusive Services stepped in during the uncertainty of COVID-19, helping the property reopen and rebuild. But the real success is what’s happened since: a staffing model that gives leadership the ability to scale with demand, maintain service excellence, and prepare for whatever comes next.

For a resort with 2,500 rooms and global visibility, the ability to flex staffing without compromising quality has become a key strategy for success in times of uncertainty. And Xclusive is proud to be the partner that makes it possible.