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Large hospitality provider (Hotelier)
Following the devastating impact of COVID-19 on the hospitality industry, the objective of this project was to re-evaluate and identify the guest profile and the importance of specific services that the organisation provided throughout all UK-based locations. The findings from this project were used to inform and understand how the buying behaviour of guests had changed. A comprehensive approach was implemented to include identifying importance of each service to the guest when making a buying decision (from meetings and events to spa and wellbeing facilities), the satisfaction levels associated with specific services when they were experienced and to cross-correlate the findings in order to produce recommendations. This project was able to inform immediate (0-3 months) and short term (4-12 month) strategic objectives in such areas as; the business case for the order of services re-opening, the process for the reduction of furlough reliance and the provision of resources back into services, capital expenditure (CAPEX) applications to the board and individual property return on investment (ROI) considerations.
