Reclaiming the grandeur of an iconic harbour-side hotel

SYDNEY 2021 - 2022

CUSTOMER EXPERIENCE AUDIT & RECOMMENDATIONS

ACTIVATION STRATEGY

COMMERCIAL PARTNERSHIPS

Following the $178m acquisition in 2021, Projects of Place was appointed by the new owners of the InterContinental Sydney Double Bay to help deliver a vision to return the former prestige to this landmark harbour-side hotel.

Boasting pride of place in Sydney’s esteemed Double Bay, the Bates Smart-designed 140-room hotel, managed by IHG Hotels & Resorts, features expansive function and conference facilities, retail and fitness centre, bar and dining venues plus a rooftop pool and bar.

A customer experience deep-dive review identified numerous areas for immediate improvement for enhanced design, ambience and amenity. Previously under-performing dining and bar spaces presented an opportunity to activate the hotel for guests while serving as a neighbourhood destination for the local community.

In a residency with esteemed restaurateur Maurice Terzini of Bondi’s Icebergs Dining Room & Bar, the hotel’s food and beverage offering was elevated, including the launch of ‘The Bar’, a classic cocktail and supper club in an elegant and intimate space with velvet seating, fine silverware and nightly live piano and jazz performances.

The customer experience improvements were immediately recognised via an uplift in revenue and positioning against the competitor set and achieved national and international acclaim from hospitality and lifestyle media.