Real hotels. Real commercial problems solved.
Audits, consulting engagements and training programmes for hotel groups, ownership teams and global sales organisations: what we were called in for, what we did and what changed.
Sales, systems and strategy
Audit and strategy to optimise group sales across a multi-property cluster
Fragmented group sales processes caused inconsistent enquiry handling, lost conversions and inefficient operations, with no standard procedures, technology or cross-property coordination.
A 2–3 day on-site audit of every touchpoint from enquiry to delivery, interviewing Finance, Reservations, Sales, Groups & Events and Front Office to map processes and gaps.
Recommendations across enquiries, conversion, revenue, retention and efficiency, including standard technology, automated marketing and a centralised group enquiry desk.
Salesforce.com rollout to unify global sales operations
Global sales offices had no unified system for account management, communication or reporting; each region ran independently.
A full process review, then a Salesforce.com rollout built on proven European practice: objectives, documented processes, KPIs, standard data fields and bespoke training.
One CRM live across every global sales office, with consistent account management, clean data migration and ongoing adoption monitoring.
Every engagement starts the same way: find out what’s really happening, then fix what matters most first.
Growing direct, scaling up, building skills
Strategic analysis to grow leisure bookings on the brand website
A leading European luxury chain needed more leisure revenue through its own website but lacked a clear read on how leisure travellers book today.
Research across the leisure traveller journey, from inspiration to post-stay, benchmarked against Marriott, Hilton, Starwood and Hyatt.
Recommendations including mood-based hotel matching, destination guides, virtual tours and social communities, positioning the chain to compete digitally.
Multi-phase programme to unify sales processes and systems in a fast-growing group
City-centre hotels and conference venues across the UK and Western Europe had no central view of rates and inventory, fragmented client databases and no consolidated reporting.
Four phases: workflow analysis and process design, standard sales processes with KPIs, system and reporting standards, then training documentation and e-learning.
A unified sales framework with a single client database, easier cross-selling between conference and bedroom business, and group-wide reporting.
A five-session programme giving sales and PR teams hotel industry fluency
Junior sales and PR teams lacked hotel industry knowledge (operations, processes, culture, terminology and etiquette), limiting their effectiveness with luxury hotel clients.
A five-session, 10-hour programme on the hotel ecosystem, structures, cultural differences and luxury expectations, with practical workshops.
Rated excellent by participants, with 100% recommending it to colleagues (8–10/10), and lasting confidence in terminology and client interactions.
Your results could be next
If any of this sounds like your commercial operation today, let’s talk about what an audit, a project or a training programme could look like for your team.