Leveraging Voice of Employees to Reduce Attrition and Lift Guest NPS
A luxury hospitality group used continuous employee listening to understand what was driving frontline attrition, early-tenure exits, and inconsistent guest experience across properties.
What this story covers
The program connected employee experience scores to both attrition and guest NPS, revealing the drivers most closely tied to business movement. ATP Reflect then helped convert those insights into focused property-level action.
Annualised attrition reduced from ~44% to ~33%.
Guest NPS improved by +9 points on average across properties.
A dedicated 0-90 day listening journey surfaced early friction before it became exit risk.