How Westin Nanjing Rose from #26 to #1 in customer satisfaction.Schedule a call
Westin hotels in Asia for best guest satisfaction
growth in upselling
World-renowned premium hotel chain with incredible destinations around the globe.
Westin Nanjing is known to offer top-notch services and embraces the renowned wellness program. However, since their opening, guest satisfaction continued to suffer. The hotel’s management was facing challenges in tracking team performance and knowledge gaps. Employees were disengaged, and the management did not understand why.
Low guest satisfaction with subpar service
No data to assess performance and gaps
Disengaged team with lack of communication
With our mobile-first solution, Atiom helped Westin Nanjing track performance and identify knowledge gaps across all departments.
Assess knowledge gaps and track performance with Atiom’s data and analytics
Digitize training and news for all departments of the hotel
Improve internal communications and drove employee engagement with rewards
General Manager of Westin Hotels
Our partnership with Westin Nanjing has resulted in remarkable improvements in guest satisfaction, employee engagement, and upselling revenue. The hotel went from being ranked 26th to becoming the #1 Westin hotel in Asia for best guest satisfaction. Our platform recorded over 1.2 million engagement touchpoints across departments, indicating a high level of employee engagement. Additionally, Westin Nanjing saw a 3x increase in upselling and an overall revenue growth of 1.7%.