The Client
The client was a five-star hotel, part of an internationally established chain. They had been in operation for less than a year.

The Brief
To conduct an organizational climate study and identify areas that need improvement with the specific objective to enhance performance and profitability.

Our Approach

• Used a multidimensional approach to study the organizational culture and climate. This included operational processes, interdependencies, and customer satisfaction levels.
• Identified performance improvement areas at individual, departmental and top management levels
• Recommended an approach to improve team synergy, leadership styles and MIS. Also provided a time bound action plan for execution of recommendations.

Our Achievements

• Team synergy improved within and across departments resulting in better customer service – lower customer complaints and more positive comments.
• Nearly 80% of recommendations were implemented. Overall performance improved by 10%.