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Case studies

Real, anonymised examples of work led by members of our team in hotel groups, describing the challenge, the approach and the result of each project.

These cases come from in-house and consulting roles held by our team, with direct responsibility for the operation. Today we apply that experience to the hotels we work with, with a focus on governance and supplier coordination.

Large hotel group, Europe

IT restructuring cuts costs and raises operational reliability

Challenge

The group's IT infrastructure suffered recurring failures, with availability below target and operating costs well above what they should have been for the size of the operation.

Approach

As head of IT for the group, a member of our team restructured the IT management function, redesigned the infrastructure for reliability, renegotiated supplier contracts and introduced ITIL-aligned service management with measurable SLAs. The cost savings came from consolidating contracts and eliminating duplicate spending, without reducing operational capacity.

Result

  • €500k+ in annual savings, from contract consolidation and process efficiency
  • 99% availability, up from 97% before the project, sustained after the engagement ended
  • Measurable SLAs in place across every service area
Large hotel group, Europe

Information security leadership for a multi-site operation

Challenge

The group had no in-house function dedicated to leading information security across an operation covering guest data, IT infrastructure, cloud environments, physical security and guest-facing hotel systems, spread over multiple properties.

Approach

A member of our team acted as the group's information security lead, starting with a full assessment of every hotel, system and technology, followed by a risk analysis and an improvement plan. Working with the in-house team, they introduced new security processes and procedures, new tools, security awareness training for staff and penetration testing, strengthened monitoring, and coordinated improvements to CCTV and access control systems with specialist suppliers.

Result

  • 50% fewer recorded security incidents after the programme was implemented
  • Greater risk visibility, with clear prioritisation of the operation's most critical risks
  • Significantly stronger security for company and guest systems and data
Hotel chain, London

IT modernisation and formal security practices

Challenge

The chain had no formal information security structure and no dedicated IT infrastructure support, which showed in unstable operations and a lack of formal security processes across its hotels.

Approach

As a consultant, a member of our team took over management of the group's information security and IT infrastructure support, leading the support and security engineering teams, with a focus on stabilising the operation and formalising security. The team introduced policies and procedures based on ISO 27001 and ITIL, restructured the ticketing system and reduced repeat incidents.

Result

  • 99% availability, up from 95% before the project, across corporate and guest-facing technology systems
  • Average ticket resolution time (SLA) cut by around 40%

What people say about our team's work

Testimonials from IT and business leaders who have worked with members of our team.

Helped us overhaul our IT infrastructure, reduced incidents drastically, improved SLAs, improved security, and helped us get control of our IT.

Matt SmithSenior IT Manager, Global Hospitality Group

Helped us get control of our IT, reduced incidents, increased service uptime, and improved our security stance.

Igor ZivojinovicIT Director, international hotel group

Noticeable attention to detail, helped to streamline processes and improve documentation around vulnerability and release management.

Chapter Lead, international bank

Practical, action-orientated, extremely professional.

General Counsel, international NGO

From day one the team understood our objectives and hit the ground running. Before the agreed date, everything was completed and our concerns were all addressed.

Head of IT, healthcare company

How we choose the cases we publish

Under our confidentiality policy, we do not name hotels, chains or groups without explicit permission. The cases published here were led by members of our team, in in-house or consulting roles, and describe the challenge, the approach and the result in anonymised form: enough to show how we work, without exposing client information.

The kind of work that tends to become a case study

  • Setting up security and compliance (LGPD, PCI DSS) for a specific operation
  • IT planning for hotel renovations or new builds
  • Reducing IT costs without losing service quality
  • Replacing or integrating systems (PMS, POS and related suppliers)
  • Acting as virtual CISO or virtual IT manager for operations without an in-house team
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