Case Studies
Polished Service has partnered with leading organizations across hotels, resorts, restaurants, spas, luxury rail, and country clubs. Each collaboration reflects our ability to tailor solutions to unique challenges, driving measurable improvements in service culture. Below are selected case studies that highlight our approach and results.
Galaxy Macau – Hotels & Resorts
Challenge: As one of Asia’s largest integrated resorts, Galaxy Macau needed to unify diverse service teams and consistently deliver on its “Asian Heart” culture while preparing for international inspections and awards.
What We Did: Delivered impression reports, executive coaching, and multi-language training across hotel, restaurant, and retail divisions. Introduced simulation practices and leadership development to align standards across departments.
Result: Improved guest satisfaction, stronger cultural alignment, and enhanced readiness for global recognition.
Banyan Tree Resorts – Spas & Restaurants
Challenge: Banyan Tree sought to maintain its reputation for luxury by ensuring service consistency across its spa and restaurant operations.
What We Did: Conducted impression reports to identify opportunities and launched a Train the Trainer program to certify department leaders. Provided workshops to reinforce signature service rituals.
Result: Empowered internal trainers, sustained consistency across guest touchpoints, and elevated loyalty and revenue.
Rocky Mountaineer – Luxury Rail
Challenge: This luxury rail operator needed to deliver hotel-level service onboard trains with unique operational constraints and long journey durations.
What We Did: Designed immersion training for onboard staff, incorporating simulations and live coaching to refine guest interactions.
Result: Strengthened service rituals, improved delivery consistency, and increased satisfaction among repeat travelers.
