Back to Case Studies Redesigned sales processes and improved frontline execution drove substantial revenue gains.
Bridging Strategy and Execution with Software
The consultants at Summit Trails partnered with a London-based hotel group to transform its sales organization, increasing revenue by 90% in six months. By implementing a structured sales process, optimizing contact center performance, and improving sales team alignment, the initiative significantly boosted conversion rates, customer satisfaction, and hotel knowledge.
0% Revenue Growth
Redesigned sales processes and improved frontline execution drove substantial revenue gains.
0% Increase in Conversions
Optimized inquiry handling and sales coaching led to higher conversion rates.
0% Increase in Productivity
- Outbound sales efforts were streamlined, significantly improving agent effectiveness.
About glh.
GLH Hotels is one of the largest hotel owner-operators in London, managing iconic properties across the UK. With approximately 2,000 employees, GLH operates brands including The Clermont, Thistle, and Hard Rock Hotel London. The company focuses on delivering exceptional guest experiences while optimizing operational performance and driving revenue growth.
Industry
Hospitality
Location
United Kingdom
Size
2,000
Background
Underperforming Sales and Growth Challenges
The client struggled with low sales conversions, ineffective contact center performance, and fragmented on-property sales execution. Leadership had a clear vision for an advantaged sales organization but faced challenges in execution and alignment across locations.
Project Details
Building a High-Performance Sales Organization
The consultants at Summit Trails conducted an operational scan to identify barriers to performance and developed a structured sales transformation plan. They facilitated process design workshops to map out a replicable, high-impact sales model. A System for Managing (SFM) was implemented, featuring daily and weekly performance reviews and scorecards to drive accountability. The team also led 32 targeted improvement initiatives, aligning leadership, contact center teams, and hotel personnel around a future-state vision. Through enhanced coaching, structured sales processes, and optimized inquiry handling, the project resulted in substantial improvements in revenue, conversion rates, and customer satisfaction.
Summit Trails Difference
Turning Strategy into Sales Growth
The consultants at Summit Trails bring an unparalleled depth of experience, averaging over 20 years in performance management and operational excellence. Our solutions are built on a foundation of proven activity-based management principles, seamlessly enhanced with cutting-edge AI technology to deliver real, measurable results. We specialize in weaving a golden thread of connection between the C-Suite and frontline teams (the employees we like to call the A-Team!), ensuring alignment, engagement, and shared purpose at every level of the organization.
Our platform isn’t just about metrics—it’s about empowering employees through personalized coaching and development, fostering a culture of growth and collaboration. By integrating innovative tools with strategic insights, we enable organizations to unlock their potential, improve decision-making, and achieve lasting operational success. With Summit Trails, you gain more than a solution—you gain a partner dedicated to helping your business and its people thrive.
