Hotel service turnarounds
We coach General Managers and leadership teams at underperforming hotels to fix what's really dragging down guest scores. Then we stay until the numbers move and hold.
Free 20-minute call. You'll leave knowing whether we can help, even if you never hire us.
Sound familiar?
Every week a service problem goes unfixed costs you loyalty, reviews and rate, and the pressure from the brand and ownership keeps building.
Consultants hand you a report. We hand you results.
We've run hotels. We know what a busy Saturday actually looks like. We work beside your team on the floor and in the numbers, and we don't leave when the slide deck ends.
What we do
For hotels running below brand service expectations. We coach the GM and leadership team through diagnosis, action planning, rollout and follow-through, onsite and virtually, until the improvement shows in the scores.
See the program →Experienced hotel leaders who step in when you need them: GM or department vacancies, openings, seasonal peaks or turnarounds. Standards stay high while you hire for the long term.
See task force →For owners, management companies and brand teams with several hotels that need the same lift. One coaching program across the portfolio, with one clear view of progress.
See portfolio programs →How it works
A proven four-step path. Every action gets an owner, a deadline and a way to measure it.
We dig into your service scores, guest comments and operating data, then meet your leaders to see what's really happening.
Two days at your hotel with the GM, leadership team and, where it helps, owners. We find the root causes together and build a short, prioritized action plan.
Every priority gets an owner and a date. We coach your leaders as they change processes, habits and team culture.
Regular onsite and virtual follow-ups keep the plan on track until the new habits and scores hold without us.
Why Matalegion
| Typical consultant | Matalegion | |
|---|---|---|
| Who shows up | Analysts with a framework | Hotel operators who've run the floor |
| What you get | A report and a presentation | A plan your team owns, and coaching until it's done |
| Focus | Symptoms in the survey | Root causes: process, habits, leadership |
| Stakeholders | Whoever signed the contract | GM, owners, management company and brand, aligned |
| When it ends | When the deck is delivered | When the results hold |
What you walk away with
Questions
Hotel General Managers, owners, asset managers, management companies and brand field teams, especially at properties whose service scores are below brand expectations or trending the wrong way.
Yes. We balance brand standards, operating realities and what owners expect. We've worked across properties affiliated with major brands, and our plans are built to meet brand requirements, not fight them.
Yes. Every coaching engagement includes onsite discovery and planning at your hotel, plus regular onsite and virtual follow-ups. We cover hotels across the U.S. and Canada.
It depends on your timeline and ours. Book a call and tell us your deadline, especially if it comes from the brand or ownership. We'll tell you honestly what's possible.
It depends on the number of hotels and the depth of support. We'll give you a clear, fixed scope and price after the first call. No surprises.
We'll tell you on the call, and point you in a better direction if we can. The call is free either way.
Let's fix it
Book a free 20-minute call, or send us your details and we'll reach out within one business day.