Luxury Business Hotel
Reference Case: Luxury Business Hotel
Turning more of the first-time visitors into returning guests
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.
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
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