Consulting Services

Client: Hotel Management Company

Category: Consultancy 

Problem:

The hotel management company faced fragmented group sales processes across properties, resulting in inconsistent enquiry handling, lost conversion opportunities, and inefficient operations. The lack of standardised procedures, technology infrastructure, and cross-property coordination was limiting revenue potential and customer satisfaction.

Solution:

We conducted an intensive 2-3 day on-site audit examining all touchpoints from initial enquiry to service delivery. Our comprehensive approach involved interviewing key stakeholders across Finance, Reservations, Sales, Groups & Events, and Front Office teams to map processes, identify gaps, and develop standardised frameworks.

Outcome:

Delivered actionable recommendations across five strategic areas: increasing enquiries, improving conversion rates, maximising revenue, enhancing retention, and optimising efficiency. Key initiatives included standardising processes and technology, implementing automated marketing campaigns, establishing KPIs, and proposing a centralised group enquiry desk to drive cross-selling and operational excellence.