Hospitality Experience Transformation Case Study

Zylaris Case Snapshot

1. CONTEXT (Who / Situation)

Case:
Boutique hospitality, leisure, and events venue
Location: Sydney, Australia

A multi-revenue venue offering luxury accommodation, private functions, weddings, corporate events, food & beverage operations, and recreational facilities — operating in a highly competitive hospitality market.

2. THE TENSION (Why they came)

“The business was performing well — but the experience wasn’t scaling with it.”

Despite healthy bookings and occupancy, several underlying issues limited growth:

• Low staff–guest engagement
• Inconsistent customer experience across services
• No structured feedback or review systems
• Missed repeat business and reputation-driven growth

As the venue aimed to elevate brand positioning and guest satisfaction, these gaps became increasingly visible.

2. THE TENSION (Why they came)

“The business was performing well — but the experience wasn’t scaling with it.”

Despite healthy bookings and occupancy, several underlying issues limited growth:

• Low staff–guest engagement
• Inconsistent customer experience across services
• No structured feedback or review systems
• Missed repeat business and reputation-driven growth

As the venue aimed to elevate brand positioning and guest satisfaction, these gaps became increasingly visible.

4. BUILD PHASE (Selective execution)

Build:
Execution focused on structure, people, and feedback — not technology for its own sake.

• Introduced a structured staff engagement & incentive system
• Implemented live guest feedback at exit points
• Integrated review management across platforms
• Delivered staff coaching for guest interaction quality
• Optimised operational touchpoints across departments

All changes were practical, limited in scope, and directly tied to decisions made in Think.

4. BUILD PHASE (Selective execution)

Build:
Execution focused on structure, people, and feedback — not technology for its own sake.

• Introduced a structured staff engagement & incentive system
• Implemented live guest feedback at exit points
• Integrated review management across platforms
• Delivered staff coaching for guest interaction quality
• Optimised operational touchpoints across departments

All changes were practical, limited in scope, and directly tied to decisions made in Think.

6. HUMAN VALIDATION

“The changes transformed how our guests interact with us — and how our team shows up every day.”

(Feedback summarised from management and operational observations)

7. CTA — Quiet Invitation

If your business is performing — but something isn’t scaling — clarity is the right place to start.

Actions:

• Start with Think

• Or get in touch