Culture Transformation for Luxury Hotel Group

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.

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.