HotelConsult - Hospitality QA Transformation & HR Improvement - TIPlan 01

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Human Resources & Quality Assurance TIPlan [email protected] www.hotelconsult.org 1 Transformatio n Improvement Plan for “small and independent” hotels, resorts, boutique, b&b, restaurants

description

TIPlan 01 is a unique tool that will drastically "transform" - in very short time - your troubled Hospitality Quality Service and Product; by means of "energizing" your staff commitment we reach a new Human Resources satisfaction level that leads for "amazing improvement" of your Guest satisfaction! This Plan is specifically conceived - and fully tested - for “Small and Independent” hotels, resorts, boutique, b&b, restaurants - less than 60 rooms and no more than 80 chairs! The answers to ALL your problems - Quality and Product - are within your property and staff..... we PULL the answers - from them, during intense sessions with original Creativity techniques! The Seven Actions of TIPlan are presented during fourteen consecutive days: 1. Coaching owner/manager. 2. Quality Audit. 3. Creativity for troubleshooting 4. Guest comment cards. 5. Staff satisfaction survey. 6. Training department heads. 7. Training line staff.

Transcript of HotelConsult - Hospitality QA Transformation & HR Improvement - TIPlan 01

  • 1. Human Resources & Quality Assurance TIPlan [email protected] www.hotelconsult.org 1 Transformation Improvement Plan for small and independent hotels, resorts, boutique, b&b, restaurants

2. Dear hospitality entrepreneur, Thank you for allowing us to introduce TIPlan a new management tool - for the small and independent operation needing to improve their performance. 2 TIPlan [email protected] www.hotelconsult.org Minimal ROI, High employee turnover, Low occupancy, Erratic F&B costs no controls, Poor GSI results, Service and Product complaints, Maintenance issues, Potential vs Actual costs dont match, Give us a call, or mail, now!! 3. Transformation happens every day, everywhere! 3 TIPlan [email protected] www.hotelconsult.org 4. this capacity for ongoing change and transformation is the most salient feature of our human nature 4 Further Along the road less travelled M. Scott Peck, M.D. TIPlan [email protected] www.hotelconsult.org 5. Three of the many forces affecting balance 5 TIPlan [email protected] www.hotelconsult.org Hospitality Human Resources Quality 6. 80% of your unhappy Clients will NOT complain; simply, they will not return! 6 TIPlan [email protected] www.hotelconsult.org 7. 7 TIPlan [email protected] www.hotelconsult.org Be careful; lack of either force is very dangerous! 8. Hospitality industry evolution, in 25 seconds! next 3 slides 8 TIPlan [email protected] www.hotelconsult.org 9. Few hotels were available Very limited hospitality services Hotel guest was a captive market Owners felt .This is MY client! And if I loose this client, another will come! 9 TIPlan [email protected] www.hotelconsult.org 10. 10 Ferocious competition Client have many options You dont own Client Clients are not abundant Theyneedpleasantexperience TIPlan [email protected] www.hotelconsult.org 11. Brands competition Micromarketing Flexibility + Wow! New sales channels Empowerment Create relationships 11 TIPlan [email protected] www.hotelconsult.org 12. Times may be past or future; but this Objective is always present: Clients must come buck! 12 TIPlan [email protected] www.hotelconsult.org 13. How to reach your Objective? With Transformation and Improvement! With CHANGE. 13 TIPlan [email protected] www.hotelconsult.org 14. HotelConsult Proudly present Human Resources Quality Assurance Seven actions in only 14 days! 14 Transformation Improvement Plan TIPlan [email protected] www.hotelconsult.org 15. 15 1. Coaching owner/manager. 2. QualityAudit. 3. Creativity fortroubleshooting 4. Guestcomment cards. 5. Staff satisfaction survey. 6. Training department heads. 7. Training line staff. TIP Plan 7 Actions TIPlan [email protected] www.hotelconsult.org 16. Coaching the owner or the manager 16 1 For 3 days we walk the property with you, Sharing your daily routines we make observations, And suggestions how to improve your driving skills! TIPlan [email protected] www.hotelconsult.org 17. Quality Audit Service & Product From day one we initiate the Service & Product Audit Front & Back of the House, recording non-conformities. From the Guest perspective we measure your property Quality, Value, Facilities, Service. 17 2 TIPlan [email protected] www.hotelconsult.org 18. Weuse Creativity for troubleshooting youroperational problems ! Aftercoaching and auditarecompleted, We becomevery familiarwithyouroperation, Nowwecan helpwith Creativesolutions! With 13 of your best-performers, We meet for 2 days -3 hours each day, We generate home made Solutions, We solve your most critical issues! 18 3 TIPlan [email protected] www.hotelconsult.org 19. Guestcommentcardsevaluation& solutions. We analyze 3 months of GSI (Guest Satisfaction Index) results. We identify Guest needs, service & product problems. We produce Plans & Actions to correct issues, We agree on completion times with GM! It is all about feelings and nurturing relationships! 19 4 TIPlan [email protected] www.hotelconsult.org 20. Yourstaff satisfaction survey & corrective actions. Staff must be happytodeliverexcellent Service. Wemeasuretheirsatisfactionlevelwith yourorganization. Survey results will guide us to Plans & Actions for improvement. We agree with management on P&A implementation route and dates. 20 5 TIPlan [email protected] www.hotelconsult.org 21. A Learning Circle for Training your department heads & supervisors To develop new skills or, Research on a hospitality subject, It is the perfect method! The Workshop will run for 2 weeks, 2 days each week, 3 hours each day! 21 6 TIPlan [email protected] www.hotelconsult.org 22. Training your line staff Conferences and Workshops sessions. For ALL your staff 5 days/4 hours each! We will modify the negative behavior Detected during the Audit! 22 7 TIPlan [email protected] www.hotelconsult.org 23. 23 1. Coaching owner/manager. 2. QualityAudit. 3. Creativity fortroubleshooting 4. Guestcomment cards. 5. Staff satisfaction survey. 6. Training department heads. 7. Training line staff. TIP Plan 7 Actions TIPlan [email protected] www.hotelconsult.org Two full weeks of intense HR Transformatio n and QA Improvement 24. Quality is a commitment for everybody at ALL levels! Give us a call or send e-mail; We will quote and schedule your TIP to match your budget and available time! TIPlan [email protected] www.hotelconsult.org 25. 25 Management Advisory Services, Quality Control, Coaching, Training, Food and beverage for independent hotels, clubs and restaurants Pre-opening Opening Remodel Kitchen design QA audits service and product Executives Coaching for owners new-to-the-industry Conferences Seminars Workshops Marketing Plans HotelConsult Honduras: (504) 9957-8605 [email protected] www.hotelconsult.org Skype: emilio.vargas.hotelier Twitter: @hotelconsult 26. "you can't improve what you don't measure W. Edwards Deming "you can't manage what you don't measure TIPlan [email protected] www.hotelconsult.org