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UK Hospitality Group
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Yes
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03
Challenge
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A flagship property with great amenities and strong sales/market share was missing profitability and guest satisfaction targets. The front desk had become project manager and complaints desk for the whole hotel. Poor interdepartmental communication meant tasks went missing, promises weren’t kept, and staff either over-promised, refused simple requests, or did jobs themselves—leaving the desk and enabling other departments to disengage. Sales and marketing also booked groups without front-desk coordination, causing confusion at check-in and more complaints. The brief started as “do better marketing”, but it was clear the real issue was the operating model, not demand.
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Our Approach
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The work focused on operations before marketing:
Introduced an MS Teams–based ticketing system with clear ownership rules and regular feedback loops between department heads, creating shared visibility and accountability.
Used ticket data to show senior leaders recurring issues, time-to-resolution, and structural bottlenecks so they could prioritise fixes.
Deployed behavioural design: an R_extrinsic + R_intrinsic model to reward frontline ideas, pre-shift huddles with positive stories, PMS prompts for personal touches, and simple physical cues that nudged staff towards small, memorable acts of service.
Logged common questions/complaints to improve FAQs, templates, and marketing promises, cutting noise for sales and service teams.
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the outcome
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Behavioural-science-based frontline improvement model launched, lifting satisfaction by 10% in high-value segments and helping the property meet profitability targets.
Frontline staff were freed from constant firefighting and could prioritise guests.
Department heads gained a practical framework for cross-functional collaboration.
Senior management finally had a clear, data-backed view of what was happening “in the plumbing”, enabling them to fix root causes rather than manage symptoms.
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GET
IN
TOUCH
[ Have questions or need assistance? We're here to help. Reach out to our team for personalized support and inquiries. We look forward to connecting with you ]
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