OREA increased guest satisfaction, employee engagement and delivered double-digit financial growth
Our methods are proven in practice at large organizations across various industries. We don't build theoretical models – we deliver real change from design to implementation.
Falling occupancy, lost revenue and the need for innovation
Following the significant impact of the COVID-19 pandemic, OREA HOTELS & RESORTS found itself in a difficult situation:
- Falling occupancy – a sharp drop in the number of guests led to lower revenue and operational pressure.
- Need to adapt to new conditions – the hotel industry was changing rapidly, and the company had to respond to new challenges.
- Low flexibility – a need for a culture that supports fast decision-making and adaptability in a changing environment.
- Improving customer experience – raising the quality of services and guest satisfaction was key.
OREA HOTELS & RESORTS had to adapt its corporate culture to increase competitiveness and prepare for new challenges in the industry.
Project goals:
- Increase employee engagement: Create an environment where employees feel motivated and involved in service improvement.
- Improve customer experience: Achieve higher guest satisfaction through better-quality services.
- Increase operational efficiency: Optimize internal processes for better financial results.
- Kick-start significant growth for the company.
Building trust and abolishing internal directives
Situation analysis. Working with Kogi, OREA analyzed its current corporate culture and identified the key areas for change. It found a need to strengthen trust between management and employees, simplify internal directives and encourage a proactive approach to problem-solving.
Possible solutions and choice of strategy. CEO Gorjan Lazarov chose a strategy focused on decentralizing decision-making and building trust in employees.
The key steps were:
- Abolishing directives: Removing bureaucracy, giving employees greater autonomy.
- Building trust: Giving employees room to make decisions and take responsibility for the services provided.
- Personal communication: Regular hotel visits and direct communication with teams to share the vision and goals.
Higher guest satisfaction, employee engagement and financial growth
Implementation
- Communicating change: Management regularly informed employees about the reasons for and goals of the transformation, ensuring transparency and team engagement.
- Training and support: Providing training focused on developing soft skills, teamwork and improving customer service.
- Monitoring and feedback: Regularly assessing progress and gathering feedback from employees and guests.
Results:
- Booking.com rating increased from 8.5 to 9.3.
- Maintained high employee engagement and initiative.
- Kept voluntary turnover low compared to the hospitality market.
- Improved financial results, with double-digit growth in both revenue and profit.
OREA Hotels & Resorts
OREA Hotels & Resorts is the largest Czech hotel chain, operating 17 hotels across the Czech Republic. The company focuses on delivering quality services and an excellent customer experience. With a broad portfolio of hotels covering various market segments, OREA continues to grow and innovate, strengthening its position as a leader in the Czech hotel industry.
Where is your company losing the most time before change happens?
We offer a 60-minute call to look at your situation and suggest how we can help you move fast.
Let's talk.