Sales Culture & Service Innovation Case: A Major International Convention & Resort Hotel in Macau — B2B Sales Culture Transformation
Project Overview
The client is a well-established resort hotel in Macau with a strong track record in international convention and conference services. To further strengthen its brand positioning and market leadership, the organization sought to continuously enhance its corporate brand while innovating and embedding a new sales and service culture across the business.
Based on a deep understanding of the client’s operational context, Prothink partnered with the organization to design and deliver a sustained sales process and capability development initiative, supporting long-term cultural and performance improvement.
The Challenge
How to redesign and embed a consistent sales and service culture across complex business units, while improving frontline execution, service standards and business performance.
Our Approach
- Upfront Diagnostics
- Conducted targeted research, on-site observations, data analysis and focus interviews across gaming operations, food & beverage, and hotel sales and service teams
- Process & Capability Design
- Redesigned sales processes and service standards in detail, covering each stage of the customer journey, including scripts and frontline communication guidelines
- Program Design & Delivery
- Developed and delivered over 10 bilingual (Chinese–English) training modules tailored to different departments
- Covered sales service culture design, process optimisation and practical skill enhancement
- Audience Coverage
- Engaged more than 10 departmental teams
- Reached over 300 participants, including senior leaders (Presidents and Vice Presidents), as well as senior managers and managers
Outcomes & Impact
- In the first year of implementation, supported a 20% increase in sales performance within the gaming floor mid-market segment
- Observed a clear uplift in team morale and engagement alongside performance improvement
- In subsequent years, continued to support different departmental teams, contributing to ongoing improvements in team effectiveness and service outcomes
- Successfully embedded a more consistent, execution-oriented sales and service culture across the organization