Case Study: Xanterra South Rim
Xanterra Parks & Resorts, an award-winning, globally diversified travel company, has properties in some of the world's most iconic and scenic areas, including the Grand Canyon, Machu Picchu and the French countryside, to name a few.
Xanterra Parks & Resorts’ six locations along the Grand Canyon’s South Rim all rely on Heritage Parts’ rapid and accurate parts to keep thousands of visitors happy.Open all year, Xanterra South Rim, L.L.C. is the largest provider of "in-the-park lodging" at the Grand Canyon. Its six lodges are within walking distance of the South Rim and provide both fine and casual dining.
With 5.3 million visitors in 2016, five full-service restaurants on site, banquet facilities and several hotel buildings on the property, equipment downtime is not an option. Parts need to be delivered quickly and accurately. Fort Wayne, Ind.-based Heritage Parts' ability to promptly identify parts and ship in-stock items the same day are two of the primary reasons Xanterra South Rim is a long-time customer.
Heritage's ability to rapidly respond was recently on display when a warewasher went down at one of Xanterra South Rim's restaurants.
"The restaurant serves an average of 600 people during lunch, so the downed warewasher affected our business the entire day. Extra manpower was needed to manually clean dishes, and the reallocation of labor had a ripple effect throughout our foodservice operation," says John Armour, maintenance parts clerk/buyer, for Xanterra South Rim's Engineering Department. "Heritage had the part in stock and delivered it before the lunch crowd hit the next day."
Its location being four hours from the largest metropolitan area, Phoenix, presents its own set of unique challenges for Xanterra South Rim. When a repair requires outside service, Xanterra can expect to have a substantial trip charge assessed, in addition to the repairs performed. The last thing Xanterra wants is for the tech to arrive with an incorrect part.
As Xanterra South Rim's preferred parts provider, Heritage Parts carries the largest parts inventory in the industry. Its customers can expect fast, accurate answers from its staff of Parts Experts; parts Stocked & Ready™ for same-day shipping; and next-day delivery options.
Heritage engages its on-site staff in continual product training, which strengthens its ability to quickly and accurately assist customers with parts identification. The company's website, HeritageParts.com, has also recently been upgraded with hundreds of thousands of the latest equipment manuals and parts diagrams to serve as a one-stop reference library for foodservice equipment parts. Couple the literature with Heritage's Expert ID360™ parts viewing technology, and the website is truly the industry's best resource for accurate parts identification.
Above all, the rapport established by Heritage's customer service team impressed Armour, who recommends the company to his colleagues.
"Heritage understands my business, the need to get parts fast and the importance of getting parts right the first time," says Armour. "In a list of five suppliers that we routinely use for foodservice equipment parts, Heritage is always at the top."
