OREA has increased guest satisfaction, employee engagement, and ensured financial growth by dozens of percent.
OREA has increased guest satisfaction, employee engagement, and ensured financial growth by dozens of percent.
Our methods are tested in practice with large organizations across various sectors. We do not create theoretical models – we implement real changes from design to execution.
Our methods are tested in practice with large organizations across various sectors. We do not create theoretical models – we implement real changes from design to execution.
8.5 → 9.3
increase in rating on Booking.com
+10%
growth of revenue and profit
50%
fluctuations compared to the hospitality market
Challenge:
Challenge:
Decline in occupancy, loss of revenue, and need for innovation
Decline in occupancy, loss of revenue, and need for innovation
After the significant impacts of the COVID-19 pandemic, OREA HOTELS & RESORTS found itself in a difficult situation:
• Decrease in occupancy – a significant reduction in the number of guests led to lower income and pressure on operations.
• Need to adapt to new conditions – the hotel industry was changing rapidly, and the company had to respond to new challenges.
• Low flexibility – the need for a culture that would support quick decision-making and adaptability in a changing environment.
• Improving customer experience – increasing the quality of services and guest satisfaction was key.
OREA HOTELS & RESORTS had to adapt its corporate culture to enhance competitiveness and prepare for new challenges in the industry.
Project Goals:
• Increase employee engagement: Create an environment where employees feel motivated and involved in service improvement processes.
• Improve customer experience: Achieve higher guest satisfaction through better quality services.
• Increase operational efficiency: Optimize internal processes for better economic results.
• Kickstart significant growth of the company
After the significant impacts of the COVID-19 pandemic, OREA HOTELS & RESORTS found itself in a difficult situation:
• Decrease in occupancy – a significant reduction in the number of guests led to lower revenues and pressure on operations.
• Need for adaptation to new conditions – the hotel industry was changing rapidly, and the company had to respond to new challenges.
• Low flexibility – the need for a culture that supports quick decision-making and adaptability in a changing environment.
• Improvement of customer experience – increasing the quality of services and guest satisfaction was key.
OREA HOTELS & RESORTS had to adapt its corporate culture to enhance competitiveness and prepare for new challenges in the industry.
Project objectives:
• Increase employee engagement: Create an environment where employees feel motivated and involved in service improvement processes.
• Improve customer experience: Achieve higher guest satisfaction through better quality services.
• Increase operational efficiency: Optimize internal processes for better economic results.
• Kickstart significant growth of the company.
Analysis and selection of solutions:
Analysis and selection of solutions:
Strengthening trust and abolishing internal directives
Strengthening trust and abolishing internal directives
Situation Analysis
OREA, in collaboration with Kogi, conducted an analysis of the current corporate culture and identified key areas for change. It was found that it is necessary to strengthen trust between management and employees, simplify internal guidelines, and support a proactive approach to problem-solving.
Possible Solution and Strategy Selection
General Director Gorjan Lazarov chose a strategy focused on decentralizing decision-making processes and enhancing trust in employees.
Key steps included:
• Elimination of Guidelines: Removal of bureaucracy that allowed employees greater independence.
• Strengthening Trust: Providing opportunities for decision-making and responsibility for the services provided.
• Personal Communication: Regular visits to hotels and direct communication with teams to share visions and goals.
1. New Strategy and More Efficient Processes
Creating a clear mission, vision, and strategic goals for all levels of the company. Eliminating duplicate activities and implementing 51 specific initiatives to improve efficiency.
Modernization of IT systems and the design of two new customer services.
2. Transformation of Corporate Culture
Reorganization of key departments and redefinition of leadership roles.
New recruitment strategy, enhancement of employer branding, and increasing wage competitiveness.
Implementation of a performance measurement system and linking remuneration to productivity.
Strengthening managerial skills through assessments and development plans.
Setting clear standards of behavior and team rituals to improve collaboration.
3. Intensive Change Management
Introducing the role of a transformation manager to support owners of change initiatives.
Regular strategic meetings and transparent communication between management and employees.
Systematic collection and evaluation of feedback to maintain the momentum of changes.
Results:
Results:
Increase guest satisfaction, employee engagement, and financial growth
Increase guest satisfaction, employee engagement, and financial growth
Implementation
• Change Communication: Management regularly informed employees about the reasons and goals of the transformation, ensuring transparency and team involvement.
• Training and Support: Providing training focused on developing soft skills, teamwork, and improving customer service.
• Monitoring and Feedback: Regular assessment of progress and collection of feedback from both employees and guests, allowing for adjustments and improvements in the implementation of changes.
Implementation
• Change Communication: Management regularly informed employees about the reasons and goals of the transformation, ensuring transparency and team involvement.
• Training and Support: Providing training focused on developing soft skills, teamwork, and improving customer service.
• Monitoring and Feedback: Regular assessment of progress and collection of feedback from both employees and guests, allowing for adjustments and improvements in the implementation of changes.
Results:
Results:
• Increase in ratings on Booking.com: The rating has increased from 8.5 to 9.3, reflecting a significant improvement in the quality of services provided.
• Maintaining high employee engagement: Employees continue to show high initiative and satisfaction with the work environment, contributing to better motivation.
• Maintaining a low rate of spontaneous employee turnover: Compared to the hospitality market, OREA has maintained a low employee turnover rate.
• Improvement in financial results: Process optimization has led to a significant improvement in economic results, with double-digit growth in both revenue and company profit.
• Increase in ratings on Booking.com: The rating has increased from 8.5 to 9.3, reflecting a significant improvement in the quality of services provided.
• Maintaining high employee engagement: Employees continue to show high initiative and satisfaction with the work environment, contributing to better motivation.
• Maintaining a low rate of spontaneous employee turnover: Compared to the hospitality market, OREA has maintained a low employee turnover rate.
• Improvement in financial results: Process optimization has led to a significant improvement in economic results, with double-digit growth in both revenue and company profit.
OREA
OREA Hotels & Resorts is the largest Czech hotel chain operating 17 hotels across the Czech Republic. The company focuses on providing quality services and ensuring an excellent customer experience. With a wide portfolio of hotels covering various market segments, OREA continues to grow and innovate, thereby strengthening its position as a leader in the Czech hospitality industry.