Strengthening Collaboration Through Team Building at Horizon Resorts.

Background.

Horizon Resorts, a mid-sized hospitality group in Kenya, operates three luxury lodges. Despite steady growth, the company faced internal challenges. Staff reported frequent communication breakdowns, departments operated in silos, and employee turnover rose by 15% in one year. Guest satisfaction scores also dipped due to visible tension among staff.

Problem

• Poor interdepartmental communication (housekeeping vs. front office, kitchen vs. service staff).

• Employees felt disconnected from the company’s vision and values.

• Rising staff turnover and declining engagement.

• Guest satisfaction dropped from 91% to 82% in one year.

Intervention by GoAudits Limited

Horizon Resorts partnered with GoAudits Limited, a consulting firm specializing in hospitality audits and organizational performance, to design a three-month team-building and staff engagement program.

Key Activities Facilitated by GoAudits:

1. Communication & Emotional Intelligence Workshops

• Training on active listening, conflict management, and empathy.

2. Outdoor Team Challenges

• Trust-building activities such as obstacle courses, team puzzles, and problem-solving simulations.

3. Role-Swap Experience

• Staff members temporarily switched roles to understand each other’s challenges (e.g., managers as waitstaff, chefs shadowing receptionists).

4. Recognition & Feedback Forums

• Weekly sessions where employees recognized each other’s efforts and received feedback from management.

Results

• Improved Communication: Staff surveys revealed a 40% increase in perceived communication effectiveness.

• Better Collaboration: Cross-departmental teamwork improved, reducing operational errors by 30%.

• Higher Staff Engagement: Employee turnover decreased by 20% within six months.

• Boosted Guest Experience: Guest satisfaction scores rose back to 91%, with reviews highlighting friendlier and more coordinated staff.

Lessons Learned

• Team building is most effective when designed as an ongoing process, not a one-off event.

• Activities must balance fun with practical workplace learning.

• Recognition and open feedback nurture long-term engagement.

• Management must actively participate for lasting cultural change.

Conclusion

Through the intervention by GoAudits Limited, Horizon Resorts transformed its workplace culture. By breaking down silos, building empathy, and fostering collaboration, the resort not only boosted employee morale but also improved service quality and guest satisfaction — proving that investing in people directly drives profitability.

📌 Prepared by:
GoAudits Limited
Hospitality Consulting & Auditing Experts | 📧 info@goaudits.co.ke | 🌐 www.goaudits.co.ke | 📞 0720981198