star quality hospitality consultancy discovery session

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Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913 The Key to a Successful Hospitality Business Unlock Your Potential

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Page 1: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

The Key to a Successful

Hospitality Business

Unlock Your Potential

Page 2: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

providing consultancy services to independent Bed and

Breakfasts, Hotels, Restaurants and Pubs with rooms.

The Star Quality Hospitality Consultancy was set up by our founder Monica Or, and

specialises in working with the owner / managers of independent hotels and

restaurants to produce optimal results which improves their profitability.

Our Founder – Monica Or

Monica has over 20 years industry experience having worked in, and managed 4 and 5 star hotels. She has been involved with the implementation of standards, hotel openings and refurbishments. She has trained hundreds of individuals to develop their People Management and Customer Service skills. She is a Fellow and Chairman for the Institute of Hospitality in London and has spoken at conferences in the UK and USA. She regularly writes for Hotel Industry Magazine as their industry expert and has been on the authoring team of several hospitality books. Her latest book 'Star Quality Hospitality - The Key to a Successful Hospitality Business' is an Amazon Best Seller.

Featured in:

Spoken at:

Page 3: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

The Problem

For the last ten years there have been programmes such as ‘The Hotel Inspector’ on television which highlights the failing of independent hotels around the country. Award winning Hotelier Alex Polizzi has been rescuing these hotels by assisting the owners to address their problems and making over a bedroom or area of their hotel to update it. Although the problems for independent owners and managers run a lot deeper than just having a make-over.

The Statistics Hotels, restaurants and pubs make up 58% of the hospitality sector in the UK. The industry is predominantly made up of small businesses. 45% are owner-operators of Bed and Breakfast establishments and Guest Houses, and there is a continual need for support to set up and manage these businesses.

People 1st are the Sector Skills Council for the Hospitality, Leisure, Travel and Tourism industry and their research clearly shows that customer service skills and supervisory skills are lacking, and that hotels and restaurants need assistance in developing their staff. Poor customer service ultimately leads to a loss of business revenue. It generally costs 5 times more to gain a new customer than to keep an existing one, and for a small operator this can become very costly. These days’ customers have a lot of choice of where they stay, or where they eat and drink. So for hospitality businesses to be competitive they have to adapt and evolve as their customers’ expectations get higher and they get more vocal on review sites.

Page 4: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

The Solution Our founder, Monica Or, has devised a model which is a simple solution to these problems which is in the form of a key:

Firstly hotel operators need to focus on the identity of their business. Are you running a bed breakfast, a guest house, a hotel or is it a pub with rooms? For restaurateurs likewise, you need to identify your niche. Once you have established this you can work out the level of service you should be providing ensuring you match your product and service to your customers’ needs. It is only once this is clear that you can implement your internal procedures to ensure a smooth operation. Many operators do not understand the difference between their internal customers and their external customers and they believe that their paying guest is where they will be making their money. However, it is through looking at the whole of your customer base – your suppliers, your staff and your guests that will enable you to run your business profitably.

The tools we can give you are easy to implement and will ensure your staff are the best at what they do, which will impact positively on the customer experience you deliver.

Page 5: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

Our Belief

We believe that hoteliers and restaurateurs need help in running successful and profitable businesses. The experience we have we will share with our hospitality owners and the solutions offered are cost effective and will result in increased profitability.

Your Opportunity

Our Vision

We work with hospitality owners who are brave enough to admit that they need help now. We will run a discovery session with you to determine exactly how we can help you and make a real difference to your business.

Ultimately we want to raise the profile of the hospitality industry so whichever hotel a guest chooses to stay in, or whichever restaurant they choose to dine at, they are taken on a unique customer service journey where the hospitality professionals they met along the way will create memorable experiences just for them. There is an old Chinese proverb that says: ‘Give a man a fish and feed him for a day, teach a man to fish and feed him for a lifetime’ We pass on our skills to you - the owner / managers that we work with. Together with your staff, we will teach you how to run a successful hospitality business that will thrive.

Page 6: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

The Book – An Amazon Best Seller

If you are an independent hotelier or restaurateur wanting to run an even more successful business, than this book is a must read. It will take you on a journey of discovery as:

It welcomes you into the world of hospitality

It unlocks the secrets of the business of hospitality

It explains how customers are your lifeline, focusing on your suppliers, staff and guests

It highlights key industry trends that must be a part of your business strategy

It shows you how to measure your business success to remain profitable

Inside this book you will discover the common mistakes that are made by hospitality owner / managers, from business structure through to service delivery. You are given a host of practical tips and checklists that can be implemented immediately to resolve this. The solutions offered will produce optimum results which in turn will increase your profitability.

The book is available in paperback £14.99 and Kindle format £4.50 on Amazon, and is currently a best seller. To gain access to exclusive free resources from the book - contact us with your details. A username and password will then be emailed to you.

Page 7: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

What others say about the book… ‘Star Quality Hospitality - The Key to a Successful Hospitality Business’ is just that - a step by step guide to getting it right - from staffing and food safety to achieving target room revenues. It's well informed, detailed and engagingly written. It is a ‘must read’ for anyone starting out in this fantastic but challenging industry’

Peter Ducker FIH

Chief Executive Institute of Hospitality

‘This is a great practical book which can be used as a focus tool for experienced hospitality operators or as a reference for new operators. It gets straight to the point and is full of useful tips with very helpful checklists throughout. All businesses need to re visit how they are doing from time to time to maintain success, and this book will help you to do just that’

Joseph Antippa Co-Owner

Manuka Kitchen

Some Amazon Reviews:

Page 8: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

Customer Service Courses

Monica is licensed to deliver all of the WorldHost Customer Service courses designed

specifically for the hospitality industry.

Principles of Customer Service

Train your staff to deliver a great customer service experience that will leave your customers raring to return

One day course £995* for up to 12 delegates

Principles of Supervising Customer Service Performance

Give your managers and supervisors the knowledge and coaching skills to create a real customer service culture

One day course £995* for up to 12 delegates

Customers with Disabilities

Give your staff the knowledge and confidence to welcome customers with disabilities

Half day course £795* for up to 12 delegates

Service Across Cultures

Give your staff the skills to communicate effectively with customers from different cultures and backgrounds

Half day course £795* for up to 12 delegates

Sales powered by Service

Transform your staff into effective sales professionals who not only listen to your customers’ needs but maximise on them

Half day course £795* for up to 12 delegates

Ambassador Workshop

Boost your staffs local knowledge and deliver an all-round service for customer and visitors

Half day course £795* for up to 12 delegates

Delegates will receive a participant’s workbook for the relevant course, pin badge,

pen and WorldHost™ certificate which is included in the cost.

*prices are exclusive of VAT and are subject to change

Page 9: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

Feedback from Customer Service Training

‘Very good course’

Jason Hilton – De Rougemont Manor

Jason Hilton – De Rougemont Manor

‘‘An enjoyable course that makes you go

away and think how you can apply it to

your work environment’

Alison Taggart – Cumberland Lodge

Jason Hilton – De Rougemont Manor

‘It was an enjoyable experience and

pointed out some new things to think

about’

Jude Okoli – Oxford and Cambridge Club

ClubClub

‘Excellent and memorable training,

presented in an interesting and engaging

manner’

Meher Islam – Royal Society of Medicine

Page 10: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

Packages and Fees

Mis-En-Place

Cooking on Gas Too Hot To Handle

Package includes... Monthly newsletter Exclusive access to

Book Resources Business Plan

Review Visit Assessment

Report WorldHost 1/2 day

training for 6 - 12 staff

Webinars

Package includes... Monthly newsletter Exclusive access to

Book Resources Business Plan

Review Visit Assessment

Report WorldHost 1/2 day

training for 6 - 12 staff

Webinars PLUS

Action Planning session

1:1 once a month WorldHost

Principles of Customer Service Course for 6 - 12 staff

Review session

Package includes... Monthly newsletter Exclusive access to

Book Resources Business Plan Review Visit Assessment

Report WorldHost 1/2 day

training for 6 - 12 staff

Webinars PLUS

Action Planning session

Priority access for 1:1's twice a month.

Customised training as required

WorldHost Customer Service training for up to 50 staff including training for your Supervisors to coach and monitor the impact of Customer Service.

Opportunity to become a WorldHost Accredited Business

Review sessions Return Guest

Assessment Visit and Report

Package Price £1,000 + £50 a month* *minimum 3 months - prices quoted exclude VAT and may

be subject to change

Package Price £2,000 + £250 a month* *minimum 3 months - prices quoted exclude VAT and may

be subject to change

Package Price £4,000 + £500 a month* *minimum 6 months - prices quoted exclude VAT and may be

subject to change

Page 11: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

Your Discovery Session

The initial meeting held will be a discovery session which is without

charge and is set up in order to assess your needs and gain an

understanding of how we can best work together.

During our discovery session the hospitality business will need to brief the

Consultant on the following:

1. The work to be done or the problem to be solved

2. What you want the consultant to do

3. The outcome you expect

4. When you want the project to start and finish

The type of work the consultant can do:

- To carry out an initial investigation of the current situation – so for example

this may mean spending a night at your property and / or having a meal in

your establishment to assess the service standards

- Managing the project – regular reviews will be held to monitor and assess

progress of the project

- Doing the work – this may include working in your property alongside your

staff, dependant on what needs to be done

- Advising as a technical expert or expert witness, which may involve

observation and facilitation

- Designing and carrying out coaching and training as appropriate to the

organisation’s needs

- Subsequent implementation of recommendations

Page 12: Star Quality Hospitality Consultancy Discovery Session

Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913

Discovery Session Registration

YES please book me in for my discovery session So we know a little more about you, please tick the boxes that best reflects your business: I have plans to start a hospitality business The business I currently run / The business I plan to run is a Bed and Breakfast Hotel Restaurant Pub with Rooms Other please state:___________________________ My business is star rated – please state scheme and number of stars eg AA 4 star ______________________________________________________________ Number of bedrooms___________________ Other facilities, please tick if applicable: Restaurant Bar Meeting / Conference and Events space Swimming Pool / Fitness / Spa Any additional information: _______________________________________________________________

Name:________________________________________________ Organisation:___________________________________________ Address: ______________________________________________ Email:_________________________________________________ Phone:_________________________________________________ In the first instance email this form to [email protected] or post to Star Quality Hospitality Consultancy, 81 Woodyates Road, London, SE12 9JQ