case study

90 day sprint to service excellence

Mandarin Oriental Guangzhou's Success Story.

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mandarin oriental atiom success


audit score achieved in
<3 months


growth in service knowledge


improvement in training efficiency

atiom mandarin oriental case study

About Mandarin Oriental Hotel Group

Global luxury hotel chain known for their exceptional service and amenities.

The Challenge

Mandarin Oriental Hotel Group, renowned for their luxury experiences, struggled to consistently deliver on their brand and services standards at their Guangzhou property since their opening in 2014. Despite investing in training and development programs, their frontline teams were constantly on the move, making it difficult to reach them and maintain consistent standards. That's when they turned to Atiom for a solution.

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Low audit scores and low guest satisfaction

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Hotel's brand reputation was suffering with subpar service standards

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Significant gaps on brand and product knowledge

Our Approach

With Atiom, Mandarin Oriental Guangzhou was able to:

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Digitize training and engagement, enabling teams to learn at their own time

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Improve employee engagement and communications with daily touchpoints

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Enable managers to make data-driven decisions with data and analytics on knowledge gaps

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

Joyce Li

Learning and Development Manager, Mandarin Oriental Hotel Group

Results speak for themselves

Within 90 days of using Atiom, Mandarin Oriental, Guangzhou achieved a 95% score from a mystery shopper - the best audit score since opening. The frontline staff completed an average of 70 training sessions per month and improved their knowledge by 137%. This improvement in service standards led to enhanced customer experiences and subsequent revenue growth, demonstrating the tangible impact of Atiom's work for the hotel.

mandarin oriental frontlines
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Don’t let your brand reputation suffer

Join Mandarin Oriental and leading hospitality groups who trust Atiom to help them achieve drive success for their teams. Schedule a call and see how we can drive behaviors and deliver real impact.

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