- 20% increase in operational costs over the past year.
- 15% drop in guest satisfaction scores, impacting repeat business.
- Growing pressure from:
- - New market entrants offering tech-driven and highly personalized experiences.
- - Alternative accommodations (e.g., Airbnb) appealing to experience-driven travellers.
- Erosion of competitive advantage and declining profitability.
The leadership team recognized the urgent need to improve both operational efficiency and guest satisfaction - but lacked the internal capability and strategic clarity to drive enterprise-wide transformation.
They engaged Blue Ocean to lead them out of this situation.
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