Our Work:
The Westin Hotel & Resorts
Westin Hotel & Resorts is a premium hospitality brand under Marriott International. Known for its high-quality services and wellness program, The Westin brand offers experiences that ensure guests leave feeling better than when they arrived.
“Thanks to Atiom, we moved from rank #26 to rank #1 for the Westin hotels in APAC for customer satisfaction.”
Challenges
Disengaged Team and
Subpar Guest Experience
The Westin Nanjing's senior team was unable to keep track of the progress and gaps in staff development and training. Employees were disengaged, and it was difficult to understand why. Unable to ensure that the staff were trained and performing up to standards, there was an overall drop of guest satisfaction at the hotel.
Our Approach
Driving Revenue Through
Training and Engagement
Delivering training, communications and training that can be measured, Atiom helped Westin Nanjing drive significant improvement to the team’s performance. With the standard operating procedures uploaded to Atiom, the associates could train where and when they wanted. Engagement went up, leading to an increase in up-selling to 1.7% of total revenue.
Results
Best in Asia for
Guest Satisfaction
Happier and more knowledgeable employees led to an increase in customer satisfaction. Among all the Westin properties, Westin Nanjing’s rating for guest satisfaction went from being the 26th to first in place in the Asia Pacific region.