Boosted Team Engagement and Autonomy for 40% Through Process Optimization
Ioana Holt
COO at Holt
Working with sProcess has been a game-changer for us. Automation solutions helped us reduce administrative time by 40% per reservation, allowing our team to focus more on delivering exceptional guest experiences.
The Challenge
HOLT’s Guest Experience (GE) department faced significant challenges due to manual data entry across multiple systems, leading to errors and overlooked tasks. This inefficiency hindered the team’s ability to focus on delivering exceptional guest experiences. Additionally, team members experienced confusion over their roles and responsibilities, resulting in decreased engagement and autonomy.
The Final Impact
Operational Efficiency Enhancement:
- Automating repetitive tasks resulted in a 40% reduction in administrative time per reservation and allowed the team to allocate more time to enhancing guest experiences.
Team Empowerment and Satisfaction:
- Defining clear roles and responsibilities fostered an engaged, autonomous team environment, boosting job satisfaction and performance.
sProcess Team’s Approach
The sProcess team partnered with HOLT to tackle challenges in reservation management. Over the period of 6 months, our dedicated team worked collaboratively to streamline and enhance operations, following the structured phases outlined below:
Process Discovery
We worked closely with HOLT’s leadership and GE team to document the current state of six processes related to reservation management, creating detailed process diagrams that identified pain points and areas for improvement.
Process Analysis
We thoroughly analyzed the “as-is” processes to uncover inefficiencies and bottlenecks, compiling a comprehensive list of ideas for process improvement and automation.
Planning and Prioritization
We collaborated with the GE team to prioritize the identified improvements and developed a structured implementation plan tailored to their specific needs and objectives.
Implementation
Our team executed the plan by developing new business process models, implementing automations, and updating IT systems. We rigorously tested the solution and provided comprehensive training to ensure the GE team could utilize the improvements effectively.
Deployment
We deployed the improved processes and system enhancements into the live environment, enabling the GE team to seamlessly integrate the changes into their daily operations.
Support and Continuous Improvement
We provided ongoing support to address technical issues, incorporated feedback from the GE team, and made adjustments to further optimize the solution, ensuring long-term success.
Improved Business Processes:
- Enhanced six key processes within the GE department by analyzing current workflows, identifying pain points, and redesigning them for improved efficiency and scalability.
Automations Implemented:
- Developed and deployed over 30 automations to reduce manual effort, eliminate redundancies, and streamline workflows.
IT Systems Enhanced:
- Upgraded and integrated five IT systems to support the new processes and automations, ensuring seamless data flow and improved functionality.
Documentation for Training and Development:
- Created tailored training materials and process documentation to help the team adopt and maintain the redesigned processes effectively.
Book a free Process
Improvement Brainstorm
Session with Illia
In this 30-minute session, we’ll dive into the issues and pain points in your processes, brainstorm improvement ideas, evaluate their feasibility, and identify the best opportunities to streamline your operations. I’ll guide the conversation with targeted questions to help you estimate the time savings and team impact of these ideas. By the end, you’ll gain clarity on which improvements are worth pursuing and how they align with your business goals.