The brief
Three venues, one standard
The Norman opened in 2014 with 50 rooms and suites on Nachmani Street, and food and drink are central to its appeal.
Its signature restaurant, the Library Bar and a rooftop dining venue each had a distinct identity. The hotel asked us for an independent view of how well they were performing, and what it would take to make each one stronger.
What we did
An on-site assessment of the whole operation
We spent time in every venue, front and back of house, then delivered detailed Findings and Recommendations reports covering six areas.
Concept positioning
How clearly each venue’s identity came through, and how well it fitted the hotel and its guests.
Guest experience
The journey from welcome to farewell, and the moments where it fell short of the standard the hotel set elsewhere.
Menus and drinks
Menu and beverage strategy for the restaurant, the bar and the rooftop, from range and structure to presentation.
Service and people
Service standards, staffing levels and structure, and the training needed to deliver consistently.
Operations and cost
Operational processes, cost management and the controls behind them.
Back of house
Kitchen and bar efficiency, from layout and workflow to the way the teams worked together.
The result
A roadmap for every venue
The reports gave The Norman a clear strategic roadmap to strengthen the identity and performance of each venue, improve the overall guest experience and identify new commercial opportunities.
The Norman went on to be recognised as one of the world’s leading boutique hotels. Readers of Condé Nast Traveler ranked it the best hotel in the Middle East in their 2018 Readers’ Choice Awards.
50
Rooms and suites
3
Venues reviewed
No. 1
Hotel in the Middle East, Condé Nast Traveler Readers’ Choice Awards 2018
