Clarion Arlanda sustains top-tier guest satisfaction and grows average spend by more than 6%.
About
Inside SkyCity at Stockholm Arlanda, Clarion Hotel Arlanda Airport offers travelers a moment of calm and connection amid the rush of airport life. Known for its vibrant atmosphere and warm Nordic service, it brings together guests from around the world under one roof.
The restaurant team wanted to take that experience further, finding new ways to make every visit more personal, engaging, and rewarding for both guests and staff.
August: where energy turned into results
After a busy summer with new faces and rotating shifts, August became a turning point.The team had used Stand throughout the season, sometimes as a game, sometimes as a challenge, and now the effects were clear.
Making service more playful and creative helped the team grow in confidence and curiosity. They began talking more about how they serve and sell to guests, sharing ideas and inspiring each other to try new approaches. Guests noticed and responded.
Average spend rose by more than 6%, tips improved, and guest satisfaction didn’t just recover after the summer, it surpassed the team’s target, reaching one of the highest scores of the year.
That rebound came even with temporary staff still on the floor, showing how small daily actions and a positive atmosphere can create a consistent guest experience, no matter who is working.
“By playing we became more aware of how we served, and we started selling more by asking and presenting in different ways. We asked about coffee, recommended drinks with more passion, and explored more ways of selling.”
Building confidence and joy across the team
The change was visible across the restaurant and bar.
Team members who had once been less engaged found their rhythm and self-confidence. What started as hesitation turned into enthusiasm, and the atmosphere during each shift became lighter, more creative, and more connected.
Through Stand’s daily challenges, the Clarion Arlanda team rediscovered the joy of genuine service: playful, personal, and creative.
And it translated directly into happier guests.
“Everyone became a bit more confident and creative, and I can really see the difference in the team.”