Fast changing developments in tourism require a more professional approach. Management and staff turnover affects each business. This usually destabilises a business. However, establishing standards of performance would make it easier to direct and train staff and therefore achieve a more consistent operational performance - ultimately a better quality of service.

We assist in establishing "Standards of Operation" (SoP) by working with a team of managers and/or staff. We establish the sequence of service and then define the details of the required service delivery. Our role is simply to guide and coach - the team decides the required Standards of Performance.

SoPs are usually established for all front-of-house operations such as reservation, reception, house keeping and food & beverage (including restaurants, room service, function business and food production). SoPs are the only real training tools as they serve as accurate guidelines for an operation. Our SoPs can easily be amended should operational requirement change.

We are currently also involved with establishing and implementing a "Balanced Score Card" quality control and management system for a hotel company. Such a system enables the company to not only measure their performance but also use it as a catalyst for organisational change and strategic planning.

For more details about our approach, please contact us for more information.