Building synergy across all customer facing activities for a boutique hotel chain in Nepal – First Avocado’s consulting way

A boutique chain largely thrives on a strong market presence; hence they are subject to finding the right market space all by itself. An industry directly impacted by personal ratings wherein margin of error can be dampening, one of the important aspect of a boutique chain lies in creating personalized service – in fact it is contingent on every boutique chains.

Client: Boutique hotel chains with stakes in offshore hospitality centers.

This caused our client to rethink strategies to improve its engagement, influence and connect with the market.  First Avocado intervened to foster the right approach to customer relationship management that reinforces core hospitality practices and efficient ways to drive sales.

Workshop Purpose: Improve engagement, influence and connect with the market

The entire project was a month long engagement starting with due diligence at some of its key locations. Data Science was institutionalized by gathering both explicit and implicit data to better understand the design of its services and motivation behind the service delivery. It was also important to envision how some of these services could undergo change after the consulting interventions. One of the key challenges was to involve junior staffs who are at the center of customer engagement. The challenge was retrieving valuable pieces of information that somehow was overlooked in mundane processes.

The core activity was a 5 day long workshop followed by validation of services. During the workshop, we involved multi party                                                                                                       stakeholders primarily a cross front desk, digital marketing, sales representative, , managers, housekeeping etc including security guards over various sessions. The intent was not only to redesign the services but establish processes in place for data gathering and analysis in future. We wanted minimal crack in the system when it comes to data collection. We used various data science tools along with storyboarding visuals to track customer journey.  The workshop focused on working together to arrive at a solution that validated industry best practices, pricing and innovative service delivery that fosters customer intimacy. And amidst all this, it was equally important to establish ownership from all staff. 

First Avocado stressed its efforts on change and making these change sustainable in the long run. For this First Avocado has set up processes in place that fosters continual learning in the organisation. 

We are now in the second leg of training (not workshop)  to enhance skills for continual improvement. We are also working with software vendors to align the change in processes into their systems. This will be reassessed and validated after 3 months of operation. Although we are too early in the cycle to see the results, it has made customer facing activities more efficient and rational. The staff clearly identifies their role in the system and their impact in the overall customer satisfaction.

Although First Avocado prides in designing and delivering amazing workshops and coaching sessions by placing people in the center of everything. Clearly, such an intervention and workshops cannot be conducted by facilitation driven mindset. First Avocado prides in bringing strong consulting experience across chosen organizational portfolio complemented by management / industry exposure across people, process and technology.

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