Anthony Lucisano is the VP of hotel operations for the Fallsview Group and the owner of the Ramada by Wyndham Near the Falls. His dual role as operations manager and hotel owner gives him first-hand knowledge of working with Wyndham Hotels & Resorts as a hotel franchise partner.
Creating a Distinct Experience
With just 95,000 permanent residents, visitors are a key driver of the city’s economy1. As a result, there’s plenty of opportunity for hotel owners if they can offer a unique guest experience.
The city welcomes 14 million visitors every year2, and the falls are its biggest draw. But water isn’t Niagara’s only appeal. Visitors can also explore the gorge, enjoy a theatre performance, or sample high-quality ice wine.
Hotel Success: Sink or Swim
Lucisano’s first hotel purchase was under another brand’s flag, offered to him by hotelier Carmen Menechella. “I bought and converted that property into a Ramada by Wyndham and added a well-known restaurant there,” he says. “Wyndham loved the idea, and we never looked back.”
For Lucisano, Wyndham’s willingness to appreciate expertise and listen to owners sets them apart. “We know Niagara Falls, and we know what Niagara Falls is all about. We know why our customers come to Niagara Falls.” With Wyndham, he says, it was “awesome.” The brand was always willing to listen, take input, and come back saying “yes” rather than “no” to new ideas.
Lucisano also highlights the impact of complete room refurbishment on guest satisfaction. “We carefully watched our survey scores because we spared no expense. And right from the start we saw scores of 8, 9, 10, and knew the guests were happy.” Stephanie Kendrick, VP of brand operations, Ramada by Wyndham and Travelodge by Wyndham, speaks to the importance of guest satisfaction in a recent Hotel Management piece. “Happy guests are not only a mark of success, but also vital for generating revenue and building brand loyalty,” she says. “By upholding these standards, owners can boost hotel performance and help ensure delighted guests return, fostering long-term business growth and allegiance to our brands.”
Put simply, the right brand partner can help hotel owners navigate the often choppy waters of guest satisfaction. Attempting to go it alone, meanwhile, can be a struggle even for experienced hoteliers.
A Unique Perspective
Lucisano is in charge of operations for the eight hotels owned by the Fallsview Group. These include the Wyndham Fallsview Hotel, the Ramada by Wyndham Near the Falls, and the Wyndham Garden Niagara Falls Fallsview.
This gives him a unique perspective — as both an operations manager and owner, he sees the work on both sides necessary for ongoing success.
Why Wyndham?
The Fallsview Group has several properties affiliated with Wyndham brands, and in part, it was the strong relationship with Wyndham that led Lucisanoto convert his hotel into a Ramada by Wyndham. Other advantages include:
Trust and Autonomy
“We had a proven record with Wyndham brands,” says Lucisano. “We owned 650 hotel rooms [affiliated with Wyndham brands], we were trusted and we had the credibility.” This trust made it possible for Fallsview and Lucisano to make decisions that were in the best interests of the property. It also helped deliver maximum impact on revenue.
Promises Kept
When Lucisano began his Ramada conversion, only one of the two hotel towers was fully completed. He asked Wyndham Hotels & Resorts for permission to put up a sign and display the hotel’s new brand and new name. Unlike his experiences with other brands, he was told yes, so long as the new tower project, which began in October, was finished by April of the following year.
Displaying the Ramada by Wyndham logo let Lucisano keep cash flows going, and his team met their tower deadline, fulfilling promises on both sides.
The Wyndham Rewards Program
“We really liked the Wyndham Rewards Program,” says Lucisano. “We felt that it was second to none and liked the transparency of dealing with Wyndham. We didn’t feel nickeled and dimed for costs, and we just felt that there was no fine print with Wyndham.”
Guests also love the Wyndham Rewards Program — Wyndham Rewards was ranked as the best hotel loyalty program by the readers of USA Today for the seventh consecutive year.
Outstanding Support
Lucisano also highlights the outstanding support delivered by Wyndham staff. He tells the story of meeting with a member of the Wyndham support team. “He says he’s going to come visit but quickly realizes that his passport has expired. So, he then drives five hours to get his passport renewed to make sure he’s there for the meeting the following week. There’s nothing better than that — and if that’s how
you guys treat us, that’s how we want to treat customers.”
In the same way owners put guests first, Wyndham puts owners first. Supporting owners and their goals sets the stage for an improved guest experience, which in turn drives revenue across the board.
Two Tips for Owners Considering Conversion
For owners considering the conversion process, Lucisano offers two pieces of advice:
1. Find a brand that trusts its owners
Brands like Wyndham have decades worth of industry expertise. As noted by Lucisano, local property groups and individual owners know a lot about nearby markets. In the case of the Ramada by Wyndham Near the Falls, Lucisano recognized the potential for increased revenue by converting the property into a Ramada by Wyndham and adding an on-site restaurant Instead of rejecting the approach because it was different, Wyndham Hotels & Resorts recognized the role of Lucisano’s experience and fully backed the project.
2. Find a brand that delivers on what it promises
With other hotel brands, Lucisano was told that he couldn’t display signage until his property improvement plan (PIP) was approved. With Ramada by Wyndham, reaching a mutually beneficial agreement was easy — so long as both sides lived up to their promises. Ramada by Wyndham allowed the use of hotel logos and branding before the second Fallsview tower was finished, and Lucisano ensured that the project was completed on time.
Falling Forward
There are many markets throughout the country that offer opportunities for hotel owners — if they can create and deliver a guest experience that stands out from the crowd. Partnering with Wyndham, both Lucisano and the Fallsview Group have access to the tools, technologies, and support they need to keep guests happy and keep them coming back.
1Niagara Falls city, New York, Census Bureau Profile, accessed Sep. 30, 2024, https://data.census.gov/profile/Niagara_Falls_city,_New_York?g=160XX00US3651055.
2Tourism Research, Niagara Falls Tourism, accessed Sep. 30, 2024, https://www.niagarafallstourism.com/media-kit/contact/tourism-research/
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