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Our Work:
Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is an award-winning owner and operator of some of the most luxurious hotels, resorts and residences. Renowned for their legendary brand and luxury experiences, Mandarin Oriental is recognized for creating some of the world's most sought-after properties.

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“After using Atiom our audit score rose to 95%...It is the highest score we have received since opening.”

Challenges

Low Audit Scores and
Knowledge Gaps

Since Mandarin Oriental, Guangzhou’s opening in 2014, the team has been having difficulities delivering Mandarin Oriental’s luxury standards and consistent brand experiences to their guests. Audit scores were low, and this was impacting the reputation of the property.

Our Approach

Identifying Strengths and Weaknesses

With daily touchpoints and continuous review of service standards, training efficiency improved by over 65%. The hotel group's learning and development and communications teams no longer had to put together lengthy training sessions to accommodate the frontline team’s schedules. Whenever there was a time to meet, trainers were readily prepared with the assessment and knowledge gaps.

Results

Best Mystery Shopper Score
Since Opening

Within 90 days of using Atiom, Mandarin Oriental, Guangzhou received the highest audit score since opening. On average, the frontline staff complete 70 training sessions per month and have improved their knowledge by 137%. Revenue growth followed better customer experience.