HOSPITALITY OPERATIONS CONSULTING
BY HOSPITALITY PEOPLE
Proven Principles is a consulting and coaching company built on the best practices of the luxury hotel industry.
We help customer-service focused businesses and vacation rental property owners drive better performance, productivity and profitability with best-in-class operations strategy, employee training and project management.
I’ve been obsessing lately over how to effectively communicate and train the execution of emotionally engaging service. This is a big topic and the more you dig into it, the deeper down the rabbit hole you find yourself.
I was recently a guest on the Hospitality Mavericks podcast to talk about running a successful hotel and hospitality operation. You can find the podcast at: https://hospitality-mavericks.lnk.to/kc3RgFA or through your favorite podcast app by searching Hospitality Mavericks.
I was interviewed by John Albano with the Lodging Leaders Podcast at the end of 2018. We had a great discussion about how managers can go about building the best team, how to give purpose to employees day to day work, some of the roadblocks that managers deal with in training or developing their teams, and how to build a strong internal culture – one where employees are raving fans of what they are doing.
This is going to be controversial…. With the changing times, if you’re still sending out stand-alone satisfaction surveys asking for feedback on every aspect of a customers’ stay, what information are you really trying to collect?
In a noisy marketplace, relying on a specific product and / or traditional service staple as a differentiator isn’t the best strategy to get your hotel or restaurant noticed. Creating a service experience that feels as though it’s one of a kind is how customer service focused businesses will win in the future.
Before you can talk about service in a restaurant, the financials have to make sense, and there’s no better place to start than costing your menu. Menu development is both and art and a science. Finding the perfect balance of cost / retail price point and sellable items takes time, a lot of thoughtfulness and talking to customers.
What sets great hospitality operations apart is the attention they place on thinking through every aspect of their services and offerings, and the effort they place on those deliverables.
Had a great time on the Lodging Leaders podcast. We covered a lot of ground in the episode - from building the best teams to how managers can give purpose to the work that their employees perform.
When managing people, your success is largely dependent on getting work done through other people. If they fail, you fail. When your team drops the ball, the first thing you should do is look in in the mirror and honestly evaluate your actions to see if you gave as much as you could to the cause.
Whether it’s to drive customer loyalty, increase sales or improve online reviews, connecting with customers on a more personal level is something that most businesses strive for but most don’t know how or where to start when elevating their service levels.
On this episode we discuss why understanding how your customers interact with and experience your business and how you respond is vital to your success.
On this episode, we discuss why cleanliness is arguably the most important aspect of running a successful hotel or restaurant and how to make sure your customers always see you at your best.
On this episode we discuss how and why it’s important to have everyone contributing to the same goal and how to develop better communication throughout your operation.
On this episode we share 10 simple practices that you can use right away to improve service in your operation.
Customers will make requests that are difficult to accommodate but there is a right way and a wrong way to say no. In this episode we discuss how to respond to those requests and why never saying no without offering an alternative will set you and your team up for success.
The first five minutes are the most important part of anyone’s shift. We discuss why you should put a lot of care and attention to this part of the day.
If your operation is struggling with consistency or if things keep falling through the cracks, job checklists are the surest way to get it back on track.
Our first official episode covers the foundation of all well run hospitality operations. They understand the difference between service and hospitality.
Our “origin story” episode discussing who we are and why we’re here. Proven Principles is a hospitality operations consulting company and our podcast aims to deconstruct the best practices of the luxury hotel industry to help you improve your hospitality business operation.