Conventional wisdom in hospitality circles suggests that one tried-and-tested way for an organization to increase its guest-scores is to make a corresponding investment in its people and product. But what if that is not always true?
One of our clients in Europe found that many of its daily routines had evolved over time as new managers and new initiatives came and went. However, many of the hotel’s processes and systems had failed to evolve in tandem with these changes. The result was a misalignment between the hotel’s current operating model and its ability to execute its offering consistently.