Case Study: Turning Around a Failing Hotel in Just 6 Months
How SNK Hospitality increased revenue by 71.6% and revitalised a struggling property through expert operational management
When SNK Hospitality was brought in to support a hotel facing major financial and operational pressure during the early months of the COVID-19 pandemic, the situation was critical. Occupancy had collapsed, the team was demotivated, and the owners were running out of options. But within just six months, the hotel achieved a 71.6% increase in revenue, reduced staff turnover, and significantly improved customer satisfaction. Here’s how we turned things around—quickly, efficiently, and sustainably.
The Challenge
As COVID-19 kicked in, the hotel was hit hard by cancellations and plummeting occupancy. Within weeks, the owners were facing the real possibility of shutting the business down.
Key issues included:
Empty rooms and no incoming bookings
Rising staff turnover and low morale
Declining guest satisfaction scores
Underutilised facilities draining resources
No operational or financial recovery plan
It was a make-or-break moment. But at SNK Hospitality, we believe that every crisis brings new possibilities. Every coin has two sides—you just need the right perspective to see it.
Our Strategy: Hands-On Hotel Operations Management
We approached the turnaround with one goal in mind: to uncover the full income potential of the property through structured, human-focused, and creative operations management.
1. Generating Revenue Through New Demand
Rather than relying on typical short-stay guests, we proactively identified a commercial client in need of long-term accommodation for staff. This provided immediate, steady income and stabilised occupancy at a time when most hotels remained empty.
In every crisis, there is opportunity—you just have to think outside the box.
2. Rebuilding the Team from the Inside Out
We knew that improving guest satisfaction started with improving staff culture.
We introduced a structured onboarding and training programme for all departments
Held monthly one-to-one (O2O) sessions so staff could speak openly with management
Created clear career progression pathways to boost motivation and retention
Rolled out recognition and reward initiatives across reception, housekeeping, and maintenance
The result: happier staff, better service, and a noticeable uplift in customer feedback.
3. Making Every Space Work Harder
Many areas of the hotel were underutilised—or not used at all. We implemented practical, income-generating changes:
Meeting rooms that previously sat empty were marketed and hired out
Lounge spaces where guests loitered became profitable snack-and-beverage stations
Storage areas were restructured or repurposed for higher value use
The car park was converted into a secure, paid parking facility
The industrial kitchen—previously used only for dining—was evaluated for external catering services
These are just a few examples of how we helped the hotel extract more value from what it already owned.
The Results After 6 Months
📈 Revenue increased by 71.6%
👥 Staff turnover significantly decreased
🌟 Guest satisfaction and reviews improved across major platforms
🧱 The hotel became operationally stronger and more resilient for the future
This wasn’t just about survival. It was about repositioning the hotel for sustainable long-term success.
Could Your Hotel Be Next?
If your hotel is underperforming, losing revenue, or struggling with staff engagement—SNK Hospitality can help.
We deliver hands-on Hotel Operations Management that makes a measurable difference. From diagnostics to full-service implementation, we focus on results.
Our Services Include:
Ready to Bounce Back?
If your hotel is losing money, underperforming, or stuck in survival mode, we can help you turn it around. We work best with independent hotels that have at least 15 rooms and additional services like a bar, restaurant, or event space.
📞 Contact us for a free initial consultation and let’s talk about what’s really possible.