Client profile
Hotel and catering group with front desk, kitchen, and service roles; inconsistent metrics.
Challenges
- Guest ratings not tied to reviews
- No kitchen throughput metrics
- Ad hoc peak-season temp staffing
What we did
- Guest feedback linked to service KPIs
- Kitchen timeliness and waste metrics
- Standardized temp-staff reviews
Outcome
Service experience tied to performance; measurable kitchen efficiency; controlled peak staffing.
Based on a real XieChunQiu engagement; anonymized.
