Verbbo Hospitality

Cultural transformation project in a hotel in Chile

Changing categories in a hotel business is not just about investing in bed quality or digital tools; it's also about upgrading the mindset of each team member, who may be used to providing service like in a hostel, and showing them the possibility of learning, with the right methodologies, to deliver hotel-quality service.

Organizational Coaching for the Hospitality Industry

01

Transforming the culture of the team and operation of the accommodation, so that it can move from a hostel-type service to a Bed and Breakfast-type accommodation, to raise the digital reputation of the property along with the rates, transforming into a more profitable business.

02

We worked on two fronts. On one hand, we conducted organizational coaching aimed at transforming the mindset of each team member towards a more customer-focused culture. Team members learned to value passenger feedback, resolve unforeseen issues before they became negative comments, and optimize resources.

03

The hotel's ADR increased by 50%, its reputation on Booking.com went from below 8 points to above 9 points, and it is currently in the top 5 of its category on Tripadvisor.

Verbbo, in addition to guiding us through the cultural shift, solved my digital problem. It was very complicated for me to achieve OTA price parity and a good direct rate, not to mention the sheer number of websites and digital solutions available for hotels. I left everything in their hands, and now they handle the administration with complete transparency, allowing me to monitor my hotel's operations.
María Teresa Aguilar

Owner of Casa Lickana

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