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Hospitality
Human Resources & Quality Assurance
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for the “small and independent”
hotel, resort, boutique, b&b, club or restaurant
TIPlan a unique
solution
em
ilio
varg
as@
hote
lconsult.o
rg
ww
w.h
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lconsult.o
rg
Transformation
and
Improvement
Plan
2
em
ilio
varg
as@
hote
lconsult.o
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lconsult.o
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What you are about to see, is a new management tool I have developed for the “small and independent” hospitality operation!
Welcome
to TIPlan
• Dear hospitality entrepreneur,
You can use TIPlan whenever you need to
improve your performance!
TIPlan touches every single department ;
We improve the entire property! Try it!
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• Potential vs Actual costs don’t match? • Service and Product complaints? • Erratic F&B costs – no controls? • High employee turnover? • Maintenance issues? • Poor GSI results? • Low occupancy ? • Minimal ROI ?
CALL TODAY +(504)9957-8605 USA: VoIP (786) 292-3141 NOW!
Emilio VARGAS
em
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as@
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lconsult.o
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Transformation happens every day,
everywhere!
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em
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”… this capacity for ongoing change and transformation is the most salient feature of
our human nature”
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“Further Along the road less travelled” M. Scott Peck, M.D.
em
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Three, of the many forces, currently affecting
your hospitality business balance…
6 Client expectations
Human Resources Quality
em
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Be careful; lack of either force is very dangerous!
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em
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80% of your unhappy Clients
will NOT complain;
simply, they will not
return!
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em
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Hospitality industry
evolution, in 25 seconds!
next 3 slides
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em
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Few hotels were available,
Very limited hospitality services,
Owners used to say : ”this is MY client”
And if I loose this client, another will come!
Hotel guest was considered a “captive market”
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em
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as@
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Ferocious competition! Clients have many options You don’t “own” the Client… Clients are not abundant Clients need a pleasant experience!
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em
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as@
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em
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It doesn't matter if it is past or future;
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but “this” Objective is always present:
Your Clients must come back with the “buck”!
em
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How to reach the Objective?
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CHANGE ….. With Transformation and Improvement!
em
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Well, the only way is with CHANGE…
HotelConsult
Proudly presents
Human Resources +
Quality Assurance
Seven actions in only 14 days!
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Transformation
Improvement
Plan
em
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as@
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1. Coaching owner/managers. 2. Quality Audit. 3. Creativity for troubleshooting.
4. Guest comment cards. 5. Staff satisfaction survey. 6. Training department heads.
7. Training line staff.
TIPlan
7 Actions
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em
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COACHING owners & managers
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1
For 3 days we “walk the
property” with you,
sharing your daily routines.
we make observations,
and suggestions “how to”
improve your skills!
em
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Quality Audit Service & Product
From day one we evaluate Front & Back of the House, recording ALL non-conformities.
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2
We EVALUATE your property from the GUEST perspective! • Quality, • Value, • Facilities and • Service.
em
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After Coaching
and Audit are completed,
Non-conformities are detected,
We HELP with Creative solutions!
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em
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em
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Staff must be happy to deliver excellent Service!
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5
em
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Survey results will guide us to Plans & Actions for improvement.
We measure their satisfaction level with your organization.
To develop new skills or, To Research on a hospitality subject, This is the perfect method!
Five of your Supervisors
will attend the workshop
2 weeks, 2 days/wk.,
3 hours each day! 22
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em
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ALL your staff will participate!
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em
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5 consecutive days, 4 hours each day, we meet to correct the Negative behavior detected during the Audit!
1. Coaching owner/managers. 2. Quality Audit. 3. Creativity for troubleshooting.
4. Guest comment cards. 5. Staff satisfaction survey. 6. Training department heads.
7. Training line staff.
TIPlan
7 Actions
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em
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as@
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Quality is a commitment for everybody at ALL levels!
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em
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Our Quote and Schedule
for your TIPlan will match your budget and available time!
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 USA: (786) 292 3141 [email protected] www.hotelconsult.org Skype: emilio.vargas.hotelier Twitter: @hotelconsult
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em
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"you can't improve what you don't measure“
W. Edwards Deming
"you can't manage what you don't measure“
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