Case Study: Westin

#1

Westin hotels in Asia for best guest satisfaction

1.2 million+

touchpoints logged

3x

growth in upselling

About Westin Hotel & Resorts

World-renowned premium hotel chain with incredible destinations around the globe.

Challenges

Westin Nanjing is known to offer top-notch services and embraces the renowned wellness program. However, since their opening, guest satisfaction continued to suffer. The hotel’s management was facing challenges in tracking team performance and knowledge gaps. Employees were disengaged, and the management did not understand why.

Low guest satisfaction with subpar service

No data to assess performance and gaps

Disengaged team with lack of communication

Our Approach

With our mobile-first solution, Atiom helped Westin Nanjing track performance and identify knowledge gaps across all departments.

Assess knowledge gaps and track performance with Atiom’s data and analytics

Digitize training and news for all departments of the hotel

Improve internal communications and drove employee engagement with rewards

"Thanks to Atiom, we moved from #26 to #1
in APAC for customer satisfaction."

Ricardo Giocometti

General Manager of Westin Hotels

Results speak for themselves

Our partnership with Westin Nanjing has resulted in remarkable improvements in guest satisfaction, employee engagement, and upselling revenue. The hotel went from being ranked 26th to becoming the #1 Westin hotel in Asia for best guest satisfaction. Our platform recorded over 1.2 million engagement touchpoints across departments, indicating a high level of employee engagement. Additionally, Westin Nanjing saw a 3x increase in upselling and an overall revenue growth of 1.7%.

Don't let your guests down

Join the Westin Hotels & Resorts and other leading hospitality groups who trust Atiom to boost service, satisfaction, and loyalty.

Apply here

Rising up the ranks

#1