As one of the largest leading hospitality franchised companies, boasting a portfolio of over 6000 global destinations and 19 hotel brands, the organisation centrally manages guest reservations and loyalty programs through a system fund.
It is not spared from common pitfalls of fast-growing companies, with a fragmented and complex enterprise service delivery resulting in high operational costs, impacting employee productivity and ultimately below-par guest experience.
Establish North Star Vision
Along with my team, I was tasked to reimagine the enterprise service experience framework that can be embedded consistently across the portfolio of brands to deliver exceptional guest and employee experiences
Guest-centric design approach
Even though the brief is to rethink the enterprise service delivery, we must start with the guest at the receiving end of the services. We worked through countless guest feedback to gather qualitative and quantitative data to understand key service drivers; identify guests’ friction points from booking to check out.
We co-created solutions aimed at simplifying operations, standardising processes, and adopting new technologies to automate low-value-added tasks to support the guest service propositions.
We explored the opportunity to transform the guest experience from room sales to servicing the end-to-end stay experience.
Instant Service - My personal, trusted digital stay assistant providing end-to-end support and inspiration, from designing, planning and booking through to handling my requests, my in-stay and post-stay experience
