The managers of a major hotel chain faced a series of big problems. The company’s share price had been declining for years. Costs were unacceptably high, and average revenue per room was below internal targets. Customer surveys showed that satisfaction rates were far below acceptable levels.
Managers responded with a set of restructuring initiatives intended to reduce costs, improve quality, boost productivity, and drive up occupancy rates. Unfortunately, none of these changes produced the desired improvements. In fact, each of the problems continued to get worse.
The company called in BCG to help it address its systemic problems. BCG applied the four-step Smart Simplicity approach:
To address one key problem area, the company applied the first of the Six Simple Rules of Smart Simplicity: Understand what your people do. The firm’s internal sales team observed and interviewed receptionists in multiple locations to better understand their problems, goals, resources, and constraints.