OEE - Home
Contact|+44 (0) 1865 593 911 SearchSearch

Case Study

Standardising and refining hotel operations.

A blueprint for high quality and consistent hotels.

Becoming the favourite value hotel

One of the UK’s leading hotel chains was making process improvements to its operation following a significant financial restructuring.

Gobeyond Partners was asked to look at ways to improve and standardise the customer experience, where there was a high variation in performance and a lack of standardisation in how their hotels were operating.

We focused on making it as easy as possible for the hotels to provide a high quality and consistent service.

Using some of their leading hotels in London, we ran a three week diagnostic investigating how the various teams were operating, piloting process improvements and then producing a rollout plan for use across the whole organisation.

Greater efficiency for operations

The diagnostic highlighted problems across different departments:

  • Reception: Ineffective handovers created 46% of all customer queries, with under-utilised teams idle for 15% of their time
  • Housekeeping: £107k annual overspend due to ineffective planning for work allocation
  • Food & Beverage: Stock take completed monthly and not linked to the ordering system resulting in excess levels of stock equating to £91k across the leading hotels
  • Hotel Managers: Only 15% of their time was spent managing people

Case Study: Refining Hotel Operations

Benefits for the whole organisation

After implementing quick wins during the pilot, we created a detailed rollout plan for their largest hotels, which projected:

£637k in benefits p/a

This was achieved through:

  • Saving 55k hours per year
  • Direct cost savings of £91k

The time saved will be reinvested into value-add activities. For instance, by creating a standard day for Hotel Managers we increased the time they spent on customer interaction, people management and operations management by 14%.

The internal team attended a three day Lean Awareness and Lean Practitioner course run by OEE Consulting to equip them with the relevant knowledge and skills to continue supporting process improvements across the organisation.

Stay informed. Never miss our email updates.

Our knowledge-led emails are an invaluable source of business information, inspiration and learning.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

Service Excellence Network

The Service Excellence Network brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Network