Multi-phase consultancy to unify sales processes and systems across rapidly expanding hotel group
Client: British Hotel Group
Category: Consultancy
Problem:
UK based hotel group operating city-centre hotels and conference venues across UK and Western Europe, faced critical challenges following rapid expansion. The group lacked central visibility of rates and inventory, maintained fragmented client databases (property-level for hotels, central for venues), and had no consolidated reporting tools. This fragmentation hindered cross-selling opportunities and operational efficiency.
Solution:
We designed a comprehensive four-phase transformation programme. Phase 1 focused on analysing workflows and developing high-level processes for account and groups management. Phase 2 created standardised detailed sales processes with KPIs. Phase 3 established system standards and reporting frameworks. Phase 4 developed training documentation and e-learning solutions for sustainable adoption across all properties.
Outcome:
Delivered a unified sales management framework enabling single database architecture for client data, streamlined cross-selling between conference and bedroom business, and consolidated group-wide reporting. The solution provided the hotel group with the scalability and standardisation needed to support their continued expansion while maintaining operational excellence.
