Case Studies
Witness how H-Ops has seamlessly blended innovation with industry expertise, elevating hotels to new heights of success.
Naramata Inn, BC Canada
The Brief
Revolutionise a heritage gem into the go-to spot in the Okanagan region, blending warm hospitality, culinary excellence, and top-tier service. Despite its renowned fine dining, the hotel struggled to achieve a profitable bottom line, necessitating a strategic overhaul.
Our Work
Navigating the intricacies of seasonal operations, we fine-tuned recruitment strategies for part-time staff. A thorough review of operations led to redeveloped maintenance checklists, streamlined housekeeping procedures, and a customised training for upselling. A culinary revamp aimed to lower food costs without compromising quality.Results
- Reduced labour costs in Rooms and Maintenance departments.
- R&M costs were tightly controlled and improved maintenance costs were adopted.
- Increased room revenue and ADR through savvy marketing.
- Elevated F&B revenue through strategic upselling and curated enriching dishes to the menu.
Value-Add
We didn’t just cut costs; we orchestrated an operational symphony, harmonising increased revenue with cost efficiency.Daydream Island, Queensland Australia
The Brief
Tackle negative media buzz, employee discontent, cleanliness woes, and high attrition in a peak-season-struggling hotel. H-Ops stepped in to rejuvenate the property, gearing up for a successful financial year.Our Work
A thorough departmental analysis, heartfelt consultations with staff, and rigorous root cause analysis led to a robust implementation plan. We didn’t just refine checklists; we revitalised staff housing, instilled efficient practices, and introduced cross-training for a multifaceted approach.Results
- Revamped staff facilities and introduced staff-centric HR initiatives.
- Trimmed operational fat with lean practices.
- Cultivated a positive work culture, lowering staff turnover.
- Guests noticed, leaving positive reviews, and the board invested in property upgrades.
Value-Add
We didn’t just fix issues; we nurtured an environment where success becomes an organic outcome.Accor Kingfisher Bay Resort, Queensland Australia
The Brief
Untangle the chaos in a remote island resort – long check-in queues, misplaced luggage, manual spa bookings, no room upgrades, and high front office attrition.Our Work
Beyond observing arrival patterns, we crafted an experience-focused plan. New check-in procedures, revised porters’ checklists, and an innovative shared platform between the Front office and Spa teams were the keystones of our intervention.
Results
- Inspired staff to upsell and make reservations with enticing incentives.
- Strengthened communication between Housekeeping and Front Office.
- Reduced attrition, cultivating a monthly infusion of staff engagement.
- Restructured cross-training methods, resulting in a decrease in incidents of misplaced baggage.
Value-Add
We didn’t just solve problems; we designed an experience that guests remember, and staff thrive in.
Our portfolio coming soon
Naramata Inn, BC Canada
Daydream Island, Queensland Australia
Accor Kingfisher Bay Resort, Queensland Australia
IHG Holiday Inn Express Sydney Australia
Atlantis the Palm, Dubai UAE
Grand Hyatt Goa, India
Naramata Inn, BC Canada
- Increased room revenue by 31.9% from previous financial year while lowering labour costs by 5.8% for the same period.
- Increased ADR by 20.70% and RevPar by 33.52% from the previous financial year
- Increased occupancy by 7.7% over the previous financial year. Also implemented and launched a new Online Travel agent website to gain further booking traction and gain an additional $15,000 in room revenue.
- Generated over $35,000 through launching a specialized concierge program for customers.
- Overseen and executed project completion of building façade and HVAC installation amounting to over $300,000
Daydream Island, Queensland Australia
- Develop and forecast annual budgets for the resort and review monthly P&L statements with HOD’s to breakdown operational expenses and labour costs
- Reduced Operating cost by 4% each month through initiation of part time contracts across the business
- Created a succession plan for various departments and introduced mentoring programs to ensure that all staff have the opportunity to provide 360 degree feedback to promote internal growth
- Direct the Sales team to promote local marketing initiatives and online campaigns, organize career fairs for local schools and organize coral propagation tours to encourage community support
- Liaise with the CEO and owing company to execute resort refurbishments over $100,000, build new infrastructure and add new revenue streams
Accor Kingfisher Bay Resort, Queensland Australia
- Increased departmental revenue by $85,000 annually through effective sales training of all staff with a focus on up-selling rooms, tours and other activities
- Achieved an overall department NPS score of 92/100 for Year 2019 by resolving guest issues promptly and creating more positive experiences
- Reduced attrition rate from 42% in 2018 to 7% in 2020 for the department
- Improved profitability of the department by effectively controlling expenses such as labour and achieved bottom line performance in line with monthly / yearly budget
IHG Holiday Inn Express Sydney Australia
- Exceeded monthly loyalty enrolment target for the IHG group by 10% on a month on month basis and was amongst Top 10 hotels in the Asia Pacific region for Year 2017
- Developed a Lean process improvement plan to enable quicker check-ins, by identifying key areas of time delay in the arrival process
- Established business partnerships within the area and increased repeat business by 12% annually
- Implemented a change management program to facilitate a shift in department culture, allowing for more autonomy and improved decision making by staff members
Atlantis the Palm, Dubai UAE
- Increased hotel revenue by AED 1.4 million for the financial year ending 2015, through upselling of rooms
- Launched an upselling program to provide guests with multiple upgrade opportunities and conducted relevant staff training.
- Implemented a sequencing system to reduce delays and wait times of groups by 2 minutes per guest at time of check-in
Grand Hyatt Goa, India
- Improved customer satisfaction by resolving guest complaints with an offering of customized solutions
- Conducted team audits to ensure that all colleagues are maintaining resort standard operating procedures
