Mandarin Oriental Guangzhou's Success Story.
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audit score achieved in
<3 months
growth in service knowledge
improvement in training efficiency
Global luxury hotel chain known for their exceptional service and amenities.
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.
Low audit scores and low guest satisfaction
Hotel's brand reputation was suffering with subpar service standards
Significant gaps on brand and product knowledge
With Atiom, Mandarin Oriental Guangzhou was able to:
Digitize training and engagement, enabling teams to learn at their own time
Improve employee engagement and communications with daily touchpoints
Enable managers to make data-driven decisions with data and analytics on knowledge gaps
Joyce Li
Learning and Development Manager, Mandarin Oriental Hotel Group
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.
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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