A hotel group with 4 properties couldn't maintain consistent service quality
A hotel group with 4 properties and 120 staff faced a common industry problem: each hotel operated with its own processes, tools and standards. Guest complaints varied drastically between properties, maintenance was reactive and occupancy wasn't optimised in a coordinated way. This case shows how a unified operations platform elevated the entire operation.
The Problem
Each property used different tools: one hotel had a modern PMS, another used a 2008 system, and two partially managed bookings in Excel. Preventive maintenance didn't exist: problems were only addressed when a guest complained. Housekeeping communicated via radio and paper notes.
Group management had little visibility into comparative metrics across properties. Preparing a consolidated report took a week. Rates were adjusted manually on each booking platform, leading to inconsistencies and revenue loss. The operational complaints rate (cleaning, maintenance, check-in) stood at 12%.
What We Did
We developed an operational management platform that unifies all 4 properties:
- Centralised dashboard with occupancy, revenue, ADR and RevPAR in real time per property and aggregate
- Task system for housekeeping and maintenance with auto-assignment, priorities and SLAs
- Preventive maintenance management with automatic calendars and equipment alerts based on usage hours
- Dynamic pricing engine integrated with major OTAs, automatically adjusting rates based on demand
- Mobile app for operational teams with digital checklists, incident reporting and real-time communication
Implementation took 10 weeks. We started with the property with the highest complaint volume as a pilot. In 4 weeks we had the core operations running. Weeks 5-8 expanded to the remaining properties. Weeks 9-10 focused on the dynamic pricing engine.
The Results
In the first 90 days after launch across all 4 properties:
The complaint rate dropped from 12% to 6%. Preventive maintenance and digital housekeeping checklists eliminated the most common issues.
The dynamic pricing engine and better occupancy management increased revenue per available room by 15%.
Group management stopped wasting hours compiling data. The consolidated dashboard updates in real time.
The revenue increase and operational cost reduction allowed the investment to be recovered in 4 months.
"For the first time, I can compare all 4 properties on one screen. Service quality went up, teams know exactly what to do, and the results showed up quickly."
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