Real hotels. Real revenue recovered.
A selection of the commercial audits, consulting engagements and training programmes we’ve delivered for hotel groups, ownership teams and global sales organisations – the problems we were called in for, what we did, and what changed as a result.
Comprehensive audit and strategy development to optimise group sales processes across a multi-property hotel cluster
Fragmented group sales processes across properties resulted in inconsistent enquiry handling, lost conversion opportunities and inefficient operations, with no standardised procedures, technology infrastructure or cross-property coordination.
A 2–3 day on-site audit examining every touchpoint from initial enquiry to service delivery, interviewing stakeholders across Finance, Reservations, Sales, Groups & Events and Front Office to map processes and identify gaps.
Actionable recommendations across five strategic areas – enquiries, conversion, revenue, retention and efficiency – including standardised technology, automated marketing and a proposed centralised group enquiry desk.
Salesforce.com implementation to unify global sales operations and enhance account management
Global sales offices lacked a unified system for account management, internal communications and reporting – each region operated independently, hindering collaboration and the ability to leverage best practice across markets.
A full process review followed by a Salesforce.com rollout, incorporating proven practice from the European operation – objectives, documented processes, KPIs, standardised data fields and bespoke training materials.
A unified CRM platform live across every global sales office, with consistent account management, streamlined communication, clean data migration and ongoing adoption monitoring to protect the investment.
Strategic analysis to enhance the online booking experience for leisure travellers
A leading European luxury hotel chain needed to grow leisure revenue through its own website, but lacked a clear read on modern leisure traveller behaviour and online booking preferences.
Research across every stage of the leisure traveller journey, from inspiration to post-travel memories, benchmarked against Marriott, Hilton, Starwood and Hyatt to identify where the chain was underperforming.
Recommendations including mood-based hotel matching, destination guides, virtual hotel tours and social media communities to capture and share travel memories – positioning the chain to compete digitally.
Multi-phase consultancy to unify sales processes and systems across a rapidly expanding hotel group
A UK hotel group operating city-centre hotels and conference venues across the UK and Western Europe lacked central visibility of rates and inventory, ran fragmented client databases, and had no consolidated reporting.
A four-phase transformation programme: workflow analysis and process design, standardised sales processes with KPIs, system and reporting standards, then training documentation and e-learning for lasting adoption.
A unified sales management framework with a single client database, streamlined cross-selling between conference and bedroom business, and consolidated group-wide reporting to support continued expansion.
A five-session training programme equipping sales and PR teams with hotel industry knowledge and cultural competency
Junior sales and PR teams lacked essential hotel industry knowledge – operations, internal processes, cultural nuance, terminology and etiquette – limiting their effectiveness with luxury hotel clients across global markets.
A five-session, 10-hour programme covering the hotel ecosystem, organisational structures, cultural differences and luxury hospitality expectations, combining industry insight with interactive, practical workshops.
Rated excellent by participants, with 100% recommending it to colleagues (8–10/10). Teams gained lasting confidence in hotel terminology, cultural awareness and professional interactions across international markets.
Your results could be next
If any of this sounds like where your commercial operation is today, let’s talk about what an audit, a project or a training programme could look like for your team.