Culture Transformation for Luxury Hotel Group
An expanding hospitality group across SEA sought to revitalise its brand by creating a distinctive culture.
Challenge
An expanding hospitality group sought to revitalise its brand by creating a distinctive service culture, to ensure it stood out in a competitive market.
Diversity of properties and locations made it difficult to ensure that the brand promise and leadership intent were experienced consistently by guests and were brought to life through frontline service norms.
Approach
- Co-created a service culture framework translating brand values into practical behaviours, rituals, digital behavioural nudges and daily service moments, supported by leadership engagement and frontline enablement.
Impact
- Properties Onboarded
- 75 Properties Onboarded
- Team Members Enabled
- ~15,000 Team Members Enabled
- Uplift in Guest Satisfaction
- 12% Uplift in Guest Satisfaction
We’re ready to work with you to ensure your People & Organisation Performance priorities are making your organisation POP!
