Hospitality & Leisure Company

• Leading hospitality and leisure company with more than $4B revenue and operator of 750 properties in 80 countries with 120,000 employees serving 70MM guests per year
• Company owns, operates and franchises seven brands of hotels and resorts and is premier developer and operator of high-quality vacation interval ownership resorts
• Chairman, CEO and COO sought guidance and assistance in transforming fragmented acquisition company into a consistently high-performing operating company

The Work

• Engaged as operational improvement consultants and facilitators with goal of increasing EBITDA, accelerating organic growth, and developing common business culture - focus included balancing global standardization with local innovation, skills, tools and decision-making in high customer touch service environment
• Goal was to increase customer loyalty and retention, increase revenue generation, and realize cost efficiencies - due to risk of introducing large organizational change, two-month design process was utilized to ensure implementation success – enabled “Black Belts” as full-time business improvement project managers
• Implemented Six Sigma throughout global business - trained executives and general managers to be champions
• Enhanced existing management system using financial and process dashboards to identify opportunities and drive improved business performance
• Defined, document and communicated operating processes, to aid employees in improving and delivering consistent service to consumers
• Trained managers were trained in analytical problem solving, change management, and project implementation so that initial and ongoing process improvement became a way of doing business

The Results

• Worked with company leadership increasing annual EBITDA by $100MM
• Increased net margin to nearly 15%, making hotel one of most profitable companies, well above industry average of 9%
• Operating processes were defined, documented and communicated in order to aid employees in improving and delivering consistent service to consumers
• Managers throughout the global business were trained in analytical problem solving, change management, and project implementation so that initial and ongoing process improvement became a way of doing business