Brief
The budget hotel business in Malaysia is an interesting niche as it caters to specifically 2 types of persons – the domestic traveller and foreigners who are looking at more cost than convenience.
That said, the business is a scalable due to a significantly lower investment and daily operational management as compared to a 3 or 5 star hotel.
EV World hotel is a budget hotel based in Kuala Lumpur, Malaysia that was looking to embark on selling franchises. At the initial step were 2 exercises that we conducted as the hotel was at its very initial stage.
Solution
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Branding
The breadth and depth of standardization in this case was more intense as it included amongst other things from logo, hotel outlook to the intangibles including air freshener and receptionists’ greeting messages.
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Standard Operating Procedures
Our thoughts were simple – walk through the entire customer experience from booking the hotel to checking out (and leaving a review) and develop an SOP based on everything necessary to serve the client.
The SOPs were tested over a period of 3 months and refined with test cases.
EV World’s investment in time on the project resulted in standard SOPs that were structured and comprehensive. That in turn resulted in very convincing persuasion for potential franchisees to consider EV World as an investment.
Some notable results included;
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Internal staff surveyed reported a significantly better understanding of SOPs and operational management.
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Customer reviews on overall hotel stay improved
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70% increase in enquiries for the franchise
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The closure of 2 franchises in Malaysia
Results
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