Hc hospitality services01 english

CREATIVE SOLUTIONS FOR THE HOSPITALITY INDUSTRY

“Big Solutions for the Small and Independent Hopitality Entrepreneur”Boutique Hotel – B&B – Resort – Hotel - Restaurant – Banquet Venue – Bar - Club

[email protected] www.hotelconsult.org 1

CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

Hospitality Industry Background

Traditional providers…


Large, international hotel chains have their own systems, support, logistics, supplier network.

Furthermore, they have strong human resources development and quality control processes, to constantly improve their operation.

They defeat competition and achieve success thru support within their own organization – their size and worldwide scope allows them to do it.

However, within the hospitality industry, there is much more than international chains………

One of the fastest-growing sectors in the world’s economy today is travel and tourism.

It is the engine that drives the many-faceted hospitality business.

CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

The small and independent Hospitality operation

The Strenghts of The Small…


The independent, Micro, Small to Mid Size properties represent the largest number of

units built in the entire world!.

The crew - staff, managers and owners – at the small hotel, quickly learns “multitasking”; they can and will do many things for the Guest at same time!

The small hotel is Flexible, by definition. Easily adjust – taking different approaches - to met economy changes, market shifts, guests preferences.

The small hotel, in many instances is managed by owners, there is no “red tape” no corporate politics ; decisions are made quick…

The small hotel can deliver “one to one” personalized Service; owners and managers are always present and will do micromarketing!

The small hotel often create networks of strategic partners able to meet the needs of their clients, quickly!

The small hotel – with proper use of technology – will put up a big show, follow-up guest requests and service measurement, with little overhead!

All together combined, they are the largest investment in the Central- South America and Caribbean regions.

African Hospitality projects – small to mid size – are growing in the same direction…..

CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

GREAT, ONLY STRENGHTS NO…


CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

THE RISK:

Owners and Managers of small properties are new to the Industry….


It is called “Industry without chimneys”; At HotelConsult we call it : “The Industry that exports experiences – smiles, memories - and happiness”

Entrepreneurs must be careful ; large amounts of money are invested; wrong decisions will be costly!

This new owners, and their managers, and the entire staff may need Coaching and Training!

Many properties are owned and managed by entrepreneurs new to the industry without proper experience to manage their operations.

In many instances, they will discover, at a very costly rate, the intricacies and peculiarities of the Service. Yes, there is a cost factor in the learning!

Service is the intangible “element”, the essence in the realm of the Hospitality industry.

The Objective – for the large or small Hospitality operation is always the same PROFITABILITY.

The vehicles to get there are always the same SERVICE and PRODUCT!

80% OF YOUR UNHAPPY CLIENTS

WILL NOT COMPLAIN;

SIMPLY, THEY WILL

NOT RETURN TO YOUR

HOTEL!

CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

HotelConsult Inception


This risky scenario, full of untested perceptions, poses a great risk for failing… There is a constant need for advice; 24/7 you need help, guidance, support.

That was the opportunity we found in 1999 when the HotelConsult services were launched in the Latin America and Caribbean regions.

We decided to provide integral consulting services and assembled a Team of Consultants – with solid international experience, ready to help!

Emilio Vargas, HotelConsult President, participates with input and supervision in every project.

Hence, our mission, vision and values are perfectly aligned with the well being, success and Profitability of the Small & independent Hospitality.

The micro, small and mid size operations, that is the niche we serve!

CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

We Serve our

Clients in 6

Key Result Areas

Owner’sAdvisor

New Projects

QualityAssurance

Human Resources

Food & Beverage

PropertyManagement


ADVISORY SERVICES


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Owner’sAdvisor

* Permanent service: we help owner and Board of Directors* Occassional service: over text, telephone, email or field visit

ADVISORY SERVICES


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Owner’s Advisor

Advisor has a permanent

seat at Board of Directors

Owner calls and presents a

request for Advice

• 1st. option: questions over text, telephone, email:• You contact us with your doubt or need an opinion.• Quick, Simple, no contracts, no commitments. • Immediate resolution to your questions.• Pricing based on time of consultation. • Visit «Store»:

• 2nd. option: Full Report after visiting: • You call, we visit your place to learn your needs.• A quotation is submitted, you approve it and our

Report will include all answers!

• 3rd. option: Board of Directors visit:• Each month we join your BOD meeting or Family

Council.• We evaluate your needs and present immediate

suggestions for all your operational problems!

NEW PROJECTS


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

NewProjects

• CONCEPT DEVELOPMENT• PRE-OPENING• OPENING

NEW PROJECTS: CONCEPT DEVELOPMENT


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Location

Market Segment

Brand Decision

Feasibility Studies*

Marketing Plan

Business Plan

NewProjects: Concept

development

* Owner to hire local professional

NEW PROJECTS: PRE-OPENING


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Design assessment Construction supervison

FF&E Specifications Receiving equipment

Installing equipment Testing equipment

NewProjects:

Pre-opening

NEW PROJECTS: OPENING


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Policies Standards

Tasks, Manuals

Receiving Building

Permits, Licenses

Recruiting, Hiring

Training Staff

Soft Opening Grand Opening

NewProjects: Opening

QUALITY ASSURANCE


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

QualityAssurance

• QUALITY ASSURANCE SYSTEM• QUALITY AUDITS• MYSTERY SHOPPER VISITS

QUALITY ASSURANCE: SYSTEM


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Gather information: visiting company, interview

“As is” Report: current Systems, Processes, SOP’s

To document Processes

To develop Suggestions for Changes

To develop Tasks for each position

To develop needed Formats

To develop Quality Manual

Quality Assurance:

System

QUALITY ASSURANCE: QUALITY AUDITS


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Reservation/Sales Evaluation

Measuring Tool - Format development

Guest Survey/interview Staff Survey/interview

Face of the House inspection: parking lot,

entrance, front desk, lobby, halways, rooms,

restaurant, bar, banquet

Heart of the House inspection: reservation office, kitchen, storage, accounting, marketing, HR, Maintenance shop

Quality Assurance:

Quality Audits

QUALITY ASSURANCE: MYSTERY SHOPPER VISIT


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Measuring Tool Format

development

Experience Reservations

Experience RoomsExperience F&B

Experience Other Services

Quality Assurance:

Mystery Shopper Visit

HUMAN RESOURCES


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Human Resources

• HUMAN RESOURCES DEPARTMENT• HUMAN RESOURCES DEVELOPMENT

HUMAN RESOURCES: DEPARTMENT SET UP


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

International Talent Bank: MD, GM, DOM, DOC, F&B, etc

Assessment – types of positions needed and quantity

Position Profile, Job Descriptions

Policies, Standards

Tasks breakdown for each position: Who? When? How?

Employees Induction Manual – duties, responsibilities

Training Manual ea. Position, Perpetual Training Calendar

Performance Appraisal Form

Human Resources:

Department set-up

HUMAN RESOURCES: DEVELOPMENT


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Training:Circles of Learning

Coaching:“let's walk together”

method

Training:Workshops, Seminars,

Conferences

Operations Troubleshooting:In-house Creativity Solutions

Human Resources:

Development

FOOD AND BEVERAGE


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Food and Beverage

* CONCEPT DEVELOPMENT: SERVICE AND PRODUCT* FURNITURE, FIXTURES, EQUIPMENT (FF&E) OPERATING SUPPLIES (OS)* COST CONTROLS AND PRODUCTION TOOLS

F&B: CONCEPT DEVELOPMENT SERVICE AND PRODUCT


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Service Style

Production and Cooking Methods

Interior Decorating

Food and Beverage

F & B : ( F F & E ) A N D ( O S )


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Operation Supplies Specifications

Furniture, Fixtures, Equipment Specifications

Management Sistems, Software

Food and Beverage

F&B: RECIPES, COST CONTROLS AND PRODUCTION TOOLS


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Recipe development and

Costing

Raw materials, Standard Portion sizes, Purveyors

Prep Area, Forecasting,

Production Sheet,

Quotation, Purchase Order,

Receiving, Storing, Issuing

Menu Engineering: Popularity, Profitability

Menu Design, Specials, Themed

Parties

Food and Beverage

MANAGEMENT


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Management

* MANAGEMENT AND FRANCHISE CONTRACTS

MANAGEMENT:


CR

EATIVE SO

LUTIO

NS FO

R TH

E HO

SPITALITY IN

DU

STRY

Search and Select International Flag Brand

Develop your own Independent Brand

Negotiate Management Contract

Franchise Contract

Management

CREATIVE SOLU

TION

S FOR TH

E HO

SPITALITY IND

USTRY

Owner’sAdvisor

New Projects

QualityAssurance

Human Resources

Food & Beverage

PropertyManagement


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

HotelConsultBig Solutions for the “Small and Independent”

Hospitality & Restaurant Entrepreneur

Honduras: (504) 9957-8605 USA: (786) 292 [email protected] www.hotelconsult.orgSkype: emilio.vargas.hotelier Twitter: @hotelconsult

28

emili

ovar

gas@

hote

lcon

sult.

org

ww

w.h

otel

cons

ult.o

rg

mailto:[email protected]


http://www.hotelconsult.org/

"you can't improve what you don't measure“

W. Edwards Deming

"you can't manage what you don't measure“

29

emili

ovar

gas@

hote

lcon

sult.

org

ww

w.h

otel

cons

ult.o

rg

THANK YOU FOR YOUR TIME!

HotelConsultBig Solutions for the “Small and Independent”

Hospitality & Restaurant Entrepreneur

We help you to: Plan. Resolve. Implement. Measure. Win!

Contact:Emilio VARGAS

Honduras: (504) 9957 - 8605 USA: (786) 292 3141

Twitter: @hotelconsult Skype: emilio.vargas.hotelier

[email protected]

30

emili

ovar

gas@

hote

lcon

sult.

org

ww

w.h

otel

cons

ult.o

rg


http://www.hotelconsult.org/

Hc hospitality services01 english

Documents

Transcript of Hc hospitality services01 english