Overview


Our Clients, managing apartment hotels across the globe, were unhappy with the look, feel and performance of its retail offer in the UK. Retail-Remedy was employed to re-format from start to finish and improve the operation, for customers and colleagues.
 

Approach


A site visit highlighted the issues with the current offer and after interviewing colleagues the operational frustrations were clear as were the poor performance areas. Our consultation provided:

 

  • A customer session where we listened to the way the guests use their in-room facilities and what changes they would welcome
  • A CAD plan of our proposed offer along with 3-D visuals to allow the client to picture the end result before any expense
  • A range and shopping solution that reduced colleague time and effort and provided a much broader range that guests wanted
  • An operation manual on the simple practices to keep the offer up to date and maintain standards
  • Liaison with our clients marketing 3rd party to maintain brand look and feel
  • Complete fit-out and finish including shelf design and refrigeration
  • Merchandising and set up for launch


Results


Results were very strong including an average of 35% increase in sales from launch, huge increase in the spend per occupied room and most importantly a much improved guest satisfaction score from those guests who had used the retail unit. Our clients are now in the process of cascading the new retail offer to its current apartment hotels and building it into its future offer.