Service Uplift at Aucklahoma

Problem

Guest experience inconsistent with the asset’s potential; maintenance reactive; limited direct digital bookings.

Approach

• SOP redesign and staff retraining
• Direct booking funnel & CRM
• Preventive maintenance playbook

Outcomes

• Higher guest satisfaction and review quality
• Stronger direct booking share and repeat stays
• Fewer disruptions via planned maintenance

Results summary

Consistently better guest experience with more predictable operations and stronger direct demand.

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