Luxury Business Hotel

Reference Case: Luxury Business Hotel

Turning more of the first-time visitors into returning guests

Background

A 5-star hotel frequented by business leaders in an European city had a problem that only 3 out 10 first-time guests returned a second time.

The hotel wanted to find out what can be done in order to improve their guest retention.

Solution

Prioritisation of reasons why guests did not return and transformation plan

Using the hotel’s operational data our AI algorithms were able to pin-point the top service-related reasons for guest not returning, and their financial impact

Utilizing this information in a follow-up workshop, we identified the root causes and created a transformation plan

Outcome

After the improvements had been introduced, the retention rate improved by 33% (4 out of 10 customers returned)
Based on solid facts, the hotel was able to allocate available resources efficiently