From Recovery to Growth: Reinventing Performance for a Luxury Hotel Chain

Client

A luxury hotel chain with premium properties across India and the Middle East.

Situation

In the aftermath of the pandemic, the client struggled to regain momentum. Key challenges included:

• Occupancy rates 30% below 2019 levels
  
  

• Rising operating costs from energy and staffing inefficiencies
  
  

• Declining guest satisfaction scores due to inconsistent service standards
  
  

Strategic Approach

Phase 1 – Diagnostic & Benchmarking

• Mapped the full guest journey alongside cost drivers.
  
  

• Benchmarked operations against leading global hospitality peers.
  
  

Phase 2 – Operations Revamp

• Introduced AI-driven demand forecasting for staffing and pricing.
  
  

• Implemented energy efficiency programs, cutting utility costs by 20%.
  
  

• Standardized staff training to ensure consistent service quality.
  
  

Phase 3 – Digital Guest Experience

• Launched a mobile-first guest app for bookings, concierge services, and feedback.
  
  

• Embedded NPS tracking at key guest journey touchpoints.
  
  

Results

Why It Worked

• Balanced cost efficiency with guest experience uplift.
  
  

• Digital-first guest engagement modernized the brand experience.
  
  

• Clear KPIs and accountability ensured sustained performance.
  
  

Client Quote

"We turned recovery into growth. PD Advisors helped us reimagine operations while enhancing guest delight."
— COO, Luxury Hotel Chain