About the Client
A newly started organization with 7+ properties to operate and provide hospitality and recreational services across Maharashtra. The organization is known for its quality services to the guests and are keen in maintaining their customer satisfaction to the fullest. They operate with the intention to serve their community members at a nominal rate.
The engagement pertained to their entire organization right from Takeover till Accounts.
Engagement Objectives :
- Efficient and Standard department operations
- Reporting transformation through operational excellence
- Increase the module and website utilization through automations
- Clear roles and responsibilities between the members
- Reduction in manual efforts across the department
Support by PKC
Process Re-engineering
& Standardization
- Diagnosis of current business processes.
- Gap analysis and identification of inefficiencies in processes.
- Crafting solutions to the gaps & inefficiencies identified.
- Stakeholder discussions to resolve process level constraints, build collaborative solutions & align on finalized new process systems.
- Developed process maps, roles& responsibility statements and designed policies.
Change Management
& Adoption
- Assessing the tasks in the department based on the process flows and quantum of work.
- Suggested Organization Structure that best suit the department needs.
- Developed Roles and Responsibilities for all the positions in the organization.
- Discussion with stakeholders to promote uniform operating procedures across the properties and allocation of roles to promote the same.
Results
- 98% of the department wide processes are standardized through Standard Operating Procedures document
- Automation suggestion to reduce reconciliation time from 1 week to 1 day
- Digital check in and check out experiences for the guest resulting in Positive Guest experience
- Handed over Google tools to have better visibility over the pricing of the rooms across properties and attain breakeven
- Process embedded documentation procedures resulting in continuous documentation of key documents
- Reduction in chances of Cost and Revenue leakages
- Internal controls throughout the business processes
- Increase in the useful time of the properties which results in increased ROI
- Increase the lead conversion rates
