in person Services (please note conference call services available as well)

4 Week Consultation

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Objective: WE FIX Hotels customer-service and experience they offer guests.  We will analyze conduct report on all operations and systems in place and customer service scores.  Create action and put hotel in better position in its approach towards the guest experience and sustaining high scores.


Action Items Received:

Number One:

4 Weeks of Highly Accomplished Hotel executive working at your property focused on day to day AND big picture items.  Our numbers speak for themselves, and your getting a special value, your getting a game changer.

Number Two:

Formal training workshop for managers 

Formal training conducted -Associates + Mgr (Customer Service and perception)


Number Three:

Evaluation of checklist, brand and property standards and hotel systems in place (Improvements made accordingly)  You will receive a report for this area (this is one of three reports)


Number Four:

The auditing of departments is necessary to hold departments accountable to key ares such as safety, guest service, action plans and more.  It is necessary to see what type of work is being created and how it is being created and holding accountability to both of those areas.  


Number Five

GUEST SERVICE BUSINESS:


There will be more than a one thousandth percent increase in guest service awareness after we have completed our mission for you.

The systematic structure of promoting guest service information, current scores, strategy, leader-board associates is what will be put into place.

Offer approaches and enhancements that the property can do or create (and implement, track life of the program(s)).

Teaching the staff key areas into how they will be scored and by putting strategy or thought behind this. 

Introduce tools and "best practice" approaches to management on customer service scores and how they can promote/utilize that information towards driving their staff or departments results.


 

The Reports you will receive

1. Analysis of operations (with focus to Housekeeping, Front-Office) 

Check-List items, systems within your structured organization.  The "before" and then the update/changes and a report as to why changes were made, any related conversations or objections or challenges in changing items...and the current situations with related.

2. Analysis of assistance with Brand Standards (details vary between brands and availability).  We will even do the legwork of how to order or be in compliance of a certain brand area.  I will organize a meeting on Brand Standards and we will see where the property is at in giving them a heads up of a courtesy QA. Copies of signed attendee and attendee list with meeting notes will be attached to this report.

3. Guest Analytics Breakdown, Improvement Plan and Meeting

We will breakdown the guest service scores and it's analytics.  While doing that we will teach management of the analytics and different dynamics at work when considering guest service scoring.  We will come up with action items in steering the ship the right path.  Action plans will be created to improve structure in regards to how we position ourselves to get better scores.  

4. Guest Service report 

In this report it will evaluate the hotels service and reference any audit scores or courtesy audit scores.  All service interaction audits.  The key here will be in reporting the action changes and why we did them and where we are right now.  This will also include any guest service enhancements that we put into place and the SOP and related information as well.  Much more here but this will give you a strong foundation of understanding of the basis challenges the hotel has (in the guest perception) and how the hotel fairs with these challenges and some of the adjustments and things we put into place to allow for better success in set challenges.  

Available: Additional Audits or tracking and any other various reports as needed/requested.  

2 Week Consultation

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This is the option that is mostly selected when hotels are not "far off" in reaching their goals.  We often find the case here is that some hotel systems need to be tightened up to ensure details are not missed or communication is not lacking. 


In an action packed fast pace two weeks you will receive:


Number One:

 2 Weeks of Highly Accomplished Hotel executive working at your property focused on day to day AND big picture items.  Our numbers speak for themselves, and your getting a special value, your getting a game changer. 

 Number Two: 

Approach and Training

Hands on approach in operations management.  You will get detailed training out on the front-lines with your front-desk staff as well as formal customer-service excellence training.


 

Number Three:

Evaluation of checklist, brand and property standards and hotel systems in place (Improvements made accordingly)  You will receive a report for this area.  




The Reports you will receive

1. 

1.Analysis of operations (with focus to Housekeeping, Front-Office) 

Check-List items, systems within your structured organization.  The "before" and then the update/changes and a report as to why changes were made, any related conversations or objections or challenges in changing items...and the current situations with related.

2. Analysis of assistance with Brand Standards (details vary between brands and availability).  We will even do the legwork of how to order or be in compliance of a certain brand area.  I will organize a meeting on Brand Standards and we will see where the property is at in giving them a heads up of a courtesy QA. Copies of signed attendee and attendee list with meeting notes will be attached to this report.

3. Guest Analytics Breakdown, Improvement Plan and Meeting

We will breakdown the guest service scores and it's analytics.  While doing that we will teach management of the analytics and different dynamics at work when considering guest service scoring.  We will come up with action items in steering the ship the right path.  Action plans will be created to improve structure in regards to how we position ourselves to get better scores.  

4. Guest Service report 

In this report it will evaluate the hotels service and reference any audit scores or courtesy audit scores.  All service interaction audits.  The key here will be in reporting the action changes and why we did them and where we are right now.  This will also include any guest service enhancements that we put into place and the SOP and related information as well.  Much more here but this will give you a strong foundation of understanding of the basis challenges the hotel has (in the guest perception) and how the hotel fairs with these challenges and some of the adjustments and things we put into place to allow for better success in set challenges.  


Available: Additional Audits or tracking and any other various reports as needed/requested.  



Provided is two weeks of exceptional leadership while building up culture for the staff and putting key details into place to allow for a more efficient and productive hotel staff while putting more mindful heart and hospitality towards each interaction.  By the end of the two weeks, management will understand the dynamics on what contributes towards sustained customer service scores and the associates will know the details in what makes for being perceived as positive/friendly/helpful and ultimately scoring well.  The operations will be more of a well oiled machine and this will allow for the hotel to do better.  By making adjustments to improve the operations there will also be an increase in awareness to the scoring system, a focus to the tasks at hand and on providing the best experience in that particular interaction.

Two Day Consultation

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This is to provide a broad overview of how the hotel is performing and offering for the guest experience.

 

 This is a broad overview as well as how the operations are performing and the positive or negative breakdown of different systems structure currently in place.  

A broad action plan is customized based upon of the findings of hotel performance and systems.  A full consultation report will be created in addition to a full analysis of the hotel scores and a meeting with action items designed to educate management on the scoring metrics and what goes into them.  I will provide action items on how to improve and different methods on how to improve in each area.  Brand standard major ticket point totals will be evaluated on the report.  This will also include a full breakdown of the hotels customer service scores and a meeting with hotel management to breakdown the data and to provide direction/action items.  One formal customer-service training class provided.  The whole goal with a 2 day consultation is to provide a hotel an organic audit into how they are doing in terms of the guest experience/product they offer and how their operations are helping or hurting them in how they go about their work.  The goal is to systematically set it up to where the hotel is positioned with a better chance at sustained success.  So we will communicate the broad overview of the analysis and the best action items in the customization action plan for your hotel.