Context

A leading international destination developer with global ambitions needed to upgrade their commercial capabilities and technology to drive smarter, real-time revenue decisions. They also wanted to enhance guest and staff experience across their hotels. With new leadership, developing project delivery capabilities, and varied operational standards across their properties, they needed a partner to help plan, mobilise and deliver this critical transformation.

Our Collaborative Approach

Working as one team with the client over 12 months, we integrated with six workstreams involving more than 50 senior leaders. Rather than imposing solutions, we:

• Co-developed programme and change management approaches that suited their specific context

• Worked alongside their teams to design the desired customer and staff experience

• Built governance processes that created clarity and maintained momentum

• Facilitated stakeholder engagement to build ownership and alignment

Throughout the engagement, we transferred knowledge and built internal capability, ensuring the client team could sustain momentum beyond our involvement.

Impact We Created Together

Through our partnership, the client gained:

• An award-winning customer experience design that has received global recognition

• A practical, user-friendly programme and change plan that their teams could confidently execute

• Enhanced operational processes that significantly improved efficiency

• New commercial opportunities that positioned them for sustained growth

Most importantly, the client has already outperformed core competitors and is now confidently extending their transformation approach to other destinations, using the capabilities built during our time together.