Project Scope

Our consulting team conducted a detailed Operations Audit for Sofitel Legend Metropole Hanoi, aimed at optimizing performance, maintaining brand excellence, and enhancing guest satisfaction in line with the property’s status as a flagship luxury hotel. This audit encompassed a comprehensive evaluation of all operational facets, focusing on efficiency, service quality, and financial performance.

The audit began with a thorough analysis of the hotel’s operational workflows, including front-of-house and back-of-house processes. Our team evaluated the effectiveness of service delivery across departments, identifying bottlenecks, redundancies, and areas where service standards could be elevated. Key performance metrics, such as average daily rate (ADR), revenue per available room (RevPAR), and guest satisfaction scores, were benchmarked against industry and brand standards to identify gaps and opportunities for improvement.

Guest experience was a central focus, with a review of feedback channels, including surveys and online reviews, to uncover trends and pain points. We also conducted mystery shopping exercises to gain firsthand insights into the quality of service delivery and adherence to brand standards. Operational aspects such as housekeeping efficiency, food and beverage service, and event management were scrutinized to ensure alignment with luxury benchmarks.

The audit extended to financial operations, where we examined cost structures, revenue management strategies, and profitability by department. Opportunities to optimize resource allocation, reduce operational waste, and enhance ancillary revenue streams were highlighted.

Recommendations included a strategic action plan for improving service consistency, staff training programs tailored to luxury hospitality, and technology upgrades to streamline operations. Additionally, we proposed enhancements to the guest personalization framework to further differentiate the hotel’s offering in a competitive market.

By addressing operational inefficiencies and reinforcing its brand promise, our audit equips Sofitel Legend Metropole Hanoi with actionable insights to sustain its reputation as a premier luxury destination while achieving measurable performance improvements.

Project Location

Hanoi, Vietnam