star quality hospitality consultancy discovery session
TRANSCRIPT
Web: www.starqualityhospitality.co.uk Email: [email protected] Phone: 07973 380913
The Key to a Successful
Hospitality Business
Unlock Your Potential
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:
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.
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.
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.
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.
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:
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
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
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
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
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