Project Management - Case Study

Our client operates nine hotel brands and has more guest rooms than any other hotel company in the world. Their UK and Ireland organisation needed to increase efficiency, and this meant implementing changes to roles and responsibilities within the company.

Claviga talked to a range of sales and operations people and customers in order to gather their views and discover their wants and needs. Then we recommended changes in structure to meet their criteria - for example, the introduction of Key Account Managers to increase efficiency and customer focus and identify missed opportunities.

Claviga then project managed the implementation of the changes for the company. This included planned reallocation and handover of customers to key account managers, running handover workshops and managing the process throughout.

We also introduced and project managed broader ways of working, redefined roles and processes across the sales organisation, and created a whole new methodology for how the organisation operated. This formed the basis for a new 'way of working' document for the company intranet.

The new ways of working were successfully introduced and helped the sales team perform more effectively with improved communication within the team and with other departments in the organisation. The introduction of the Key Account Managers delivered a significant uplift in contribution from their key accounts which raised them above the norm for the market. They also reported an increase in their average rates and more opportunities generated within their key accounts.