The Challenge
Our client, a $40 billion multinational hotel chain, is renowned for its luxury accommodation and exceptional guest services. With operations spanning numerous countries, the client is dedicated to upholding high standards and delivering premium experiences to its guests.
However, the client faced several challenges related to legacy processes, maintaining consistency in service quality, and ensuring operational efficiency for their UK and Ireland based hotels. They aimed to nurture customer loyalty through premium, white-glove service and sought to enhance the employee experience by improving Net Promoter Scores (NPS) and fostering a positive, productive work environment.
The Outcome
We are a trusted partner for this multinational hotel chain since 2016 and have been instrumental in addressing their challenges through a series of strategic initiatives:
- Pilot Programs: We launch nearly every pilot program for the client, testing and refining new approaches to optimize performance and service quality.
- Integrated Digital Tools: We deployed tailored digital tools designed to streamline critical business processes, improve key performance indicators (KPIs) and drive operational efficiency.
- Business Intelligence Platform: A holistic business intelligence platform was implemented to provide comprehensive insights into operations, enabling data-driven decision-making and strategic planning.
- Global Growth Support: We aligned operations with the client’s expansion across multiple geographies. During the disruptive global pandemic, we ensured smooth and consistent operations, demonstrating resilience and adaptability.
The solutions and initiatives we implemented delivered measurable business outcomes. As the top performing partner in key sales and conversion metrics, our efforts led to an 21% improvement in Average Daily Rate (ADR), thereby boosting revenue per available room. We also achieved best-in-class enrollment metrics for our client’s loyalty program, with a 98% enrollment rate, significantly enhancing customer retention and loyalty. Additionally, we attained a 23% sales conversion rate and an upsell rate of 19%
Our partnership has not only enhanced the client’s market position but also set new benchmarks for service quality and efficiency in the hospitality industry.
That’s Digital Performance Unlocked and Measurable Results Delivered!
21%
ADR premium vs in-house hotel teams
92%
CSAT
92%
Issue resolution rate
9 seconds
Average response time
Learn how Sutherland can deliver operational excellence and customer growth outcomes for the hospitality industry
Services
Digital CX, Advanced Analytics / BI
Industry
Hospitality
