A boutique hotel in Battambang wanted to sharpen its strengths and found exactly the right momentum with SEC expert Olivier Currat. In just four weeks, operations were professionalised, service quality was elevated, and a clear profile was developed – one that will have a lasting impact.
An assignment that provided the perfect match
The family‑run hotel Maisons Wat Kor – Sanctuary & Spa sought support to improve its guest experience, structure its operations, and further develop a sustainable business concept. With more than 30 years of global experience as a hotelier, hotel owner, tourism expert and coach, Olivier Currat brought precisely the combination of industry knowledge, sensitivity, and practical orientation that the boutique hotel needed.
He encountered a highly motivated team that – as he himself puts it – was “very interested, cooperative, willing and open to improving the quality of operations and guest satisfaction.” This quickly laid the foundation for a trusting collaboration.
From guest journey to operational structure
During the four‑week assignment, Olivier Currat worked closely with the owners, management, and employees. He optimised the website and defined key elements of the guest journey, such as First Guest Impressions and Moments of Truth. He also introduced new pricing strategies and a clear, authentic hotel slogan.
He developed training manuals, job descriptions, an organisational chart, and operational standards for reception, housekeeping, food & beverage, and the spa. Additionally, the assignment helped to create a complete spa menu, an activity catalogue with around 20 curated experiences, and checklists for sustainable workflows.
CEO Kim Nou emphasises: “We received comprehensive training that helped us better understand our roles and structure our procedures more clearly.”
Results that make an impact – today and tomorrow
The immediate results were clearly visible and included improved service quality, well‑defined processes, professional HR management, and a strengthened team culture. Particularly valued was Olivier Currat’s ability to convey complex concepts in a simple way and through a very hands‑on approach.
The introduction of new tools and standards increased productivity, sharpened internal organisation, and strengthened the hotel’s sustainability strategy – a core value of the business. In the future, guests will benefit from higher quality standards, better communication, and a more defined brand profile.
Currat summarises the impact as follows: “My pedagogical approach motivates employees and directly improves guest satisfaction, and that increases long‑term profitability.”
About the client
Maisons Wat Kor is a family‑run boutique hotel in Battambang, featuring 15 traditional wooden houses, a slow‑food restaurant, spa, saltwater pool, ethnic shop, and a lush 4,000m² garden. With 22 local employees, the company places strong emphasis on sustainability, local culture, and respectful collaboration. These values are reflected in its daily operations.
Since its founding, the hotel has stood for tranquillity, authenticity, and mindfulness. The SEC assignment provided the framework, guidance, and capability to express this philosophy with greater clarity, consistency, and professionalism across the full guest journey.
Interview with SEC expert Olivier Currat
What have you helped the client to achieve? What changes are already visible?
A key aspect was identifying challenges and weaknesses and addressing them in new ways. A significant improvement is already visible at the hotel entrance: a clear, convincing first impression for guests.
Was there a special moment that stayed with you?
The remarkable warmth and kindness of the owners and the entire team, as well as their openness to learn and develop was truly exceptional.
What were the main problems facing the client and how could you help?
The client, originally trained as an engineer, was able – through my support – to sharpen and strengthen his perception, approach, and role as a hotelier.
How did the participants react to your insights and knowledge? What has been implemented?
I was deeply impressed by the motivation, interest, and commitment of the owners and their young employees to acquire new knowledge and adopt new working methods, both for their own development and for the satisfaction of their guests.
How will your assignment help the client in the future?
Clear processes, work instructions, and targeted training will ensure more consistent service quality.
Was there an encounter or story that particularly touched you?
There were many deeply touching moments. During walks around Battambang, I saw three children of around eight or nine years old building a kite with their own hands and cheering with joy when it finally rose into the sky. I also observed young girls skipping rope with a touching light‑heartedness and simplicity. Both these were moments of play and life that one rarely experiences in Europe anymore.
What advice would you give to another SEC expert facing a similar assignment?
Having worked on nearly every continent, it is difficult to give universal advice because every country has its own culture, traditions, and ways of thinking. On site, however, conversations with guests, employees, and owners often reveal challenges much more essential than those identified during preparation. It is therefore crucial to remain flexible and adjust certain objectives to the local context. Equally important as the content is the way in which experience and knowledge are conveyed. These assignments are extremely enriching experiences – both professionally and personally – for the expert and the client alike.
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