Hotel

Le Manoir Hôtel**** +15% Revenue Capture via F&B CX Improvement

Emmanuelle Christmann Image-1
Emmanuelle Christmann

Deputy General Manager, Le Manoir Hôtel****

LOGO-GOLF-TOUQUET
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Maximizing Revenue Per Available Room (RevPAR)

In 2021, management identified a strategic paradox:

Physical Saturation: Excellent occupancy rates left little room for growth through volume (limited by the 41-room capacity).

Revenue Leakage: A portion of resident guests chose to dine off-site, representing a significant loss for the Food & Beverage (F&B) department.

Consistency Stakes: The need to align the hotel’s service quality with the high-end standards of the surrounding golf courses to ensure a seamless "Resort" experience.

+15%

Hotel Resident Capture Rate

+30%

Improvement in 59club Guest Experience Scores

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To break through this ceiling, the hotel deployed a strategy centered on objective measurement and professional development.

By increasing the restaurant capture rate by 15%, the hotel successfully grew its overall revenue significantly without needing to expand its physical room inventory.

“Guest experience is one of the key areas where 59club helps us improve. From staff training to audits, we benefit from real added value and targeted, practical advice that benefits both our guests and our professional expertise. I see it as a great opportunity for growth, with a significant impact on guest spend.”
Emmanuelle Christmann Image-1

Emmanuelle Christmann

Deputy General Manager, Le Manoir Hôtel****

Auditing & Benchmarking

Skill Development

Leadership Support

Auditing and Measuring the Resident Experience 

Utilizing 59club’s Hospitality Mystery Audits, Le Manoir deconstructed every "moment of truth" in the guest journey. This analysis identified the psychological and operational levers that encourage a resident to stay on-site for dining and drinks rather than seeking external alternatives.

Training and Skill Development  

A specific training component was integrated into the hotel's operations. 59club coached the reception and dining teams on advanced upselling techniques. The goal: transform a standard service interaction into a personalized recommendation, naturally increasing the average spend per stay.

Strategic Guidance & Leadership Support   

The partnership provided management with tailored strategic advice. Using audit data, General Manager Emmanuelle Christmann adjusted staff procedures to better highlight the hotel’s expertise and reinforce the guest's sense of exclusivity.

Profitability Through Service Excellence

Over three years, the impact on operational and financial performance has become a cornerstone of the hotel’s success.

Key Performance Indicator (KPI) 3 Year Progression Business Impact
59club Guest Experience Audit +30% Clear Improvement in reputation & brand standing
Restaurant Capture Rate +15% Direct Increase in F&B revenue per room
Guest Loyalty Increasing Reduced Customer Acquisition Costs through repeat business. 
     

 

After a strong first cycle with 59club, Le Touquet Golf Resort is aiming higher: a return to Silver status.

Their lever this year — two focused half-day training sessions, built entirely around on-property additional sales. The moments when a guest is already on-site, already engaged, and a well-trained team turns a simple interaction into a table for two, a room upgrade, an extra round. Pure incremental revenue, no acquisition cost. The kind of move that separates properties chasing benchmarks from those setting them.

 Le Manoir Hôtel****  

The centerpiece of the Touquet Golf Resort, is a boutique establishment blending traditional charm with timeless elegance. With 41 rooms, this "boutique hotel" offers an exclusive atmosphere. Nestled in a forest setting bordering world-class golf courses, it caters to a discerning French and international clientele seeking a complete experience of sport, relaxation, and fine dining.

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