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OPERATIONS

Hotel Solutions Partnership can an offer expert advice on just about every area of hotel and resort operations, from carrying out comprehensive business reviews and operational due diligence through to developing Standard Operating Procedures (SOPs), risk management processes, HR audits and organisational design to the development and implementation of profitable food and beverage and spa concepts.

Business Reviews & hoteldoctorTM

Food & Beverage Concepts / Management

Human Resources & Organisational Structure

Standard Operating Procedures & Training Programmes

Since customers expect consistent standards during their experience of a hotel or resort, Standard Operating Procedures (SOPs) are fundamental to running a successful, profitable business. Hotel Solutions Partnership help you to research, develop, communicate and embed SOPs that are ideal for your brand. We assign a multi-disciplinary team of consultants, who work closely with your management team to produce SOPs that perfectly reflect the unique attributes and specific category of your hotel.

Standard Operating Procedures

Whilst Brand standards are anchored in the “why”, providing the key lever for the hotel to deliver the expected guest experience, SOPs describe both the “what” and the “how”.

Standard Operating Procedures are often perceived as a bureaucratic task, reflecting an outdated view of their role. There’s a general understanding now that it’s vitally important for standards to remain relevant and current, offering clarity of expectation and making use of enabling technology for ease of reference and guidance.

When creating the content for SOPs, we often use a pictorial and/or diagrammatic approach, using graphics and other visual media to illustrate the procedure to be followed. This makes for simpler content that relies less on language and dense text.

Since we operate in an increasingly multicultural environment, the use of visual aids can be of benefit. They help address potential gaps, such as varying levels of education, comprehension of English and other languages, and the ethnicity of the target regions or countries where the company recruits or operates.

This approach allows operators, franchisees, management companies and their respective employees to implement SOPs in more consistently. It also creates a standards-based organisation, in which Standard Operating Procedures emphasise the need and importance of standards, together with competent leadership that holds individuals accountable for performing to an agreed standard and creates an environment where team members can excel.

Training Programmes

Training people so they have the skills to deliver the consistent service quality guests expect is almost certain to add value to your hotel. At Hotels Solutions Partnership, we set up the framework for you to be able to carry out training via a rigorous ‘Train the Trainer’ programme.

With appropriate management support, by the end of the programme, your people will be able to:

  • Recognise situations in the workplace where learning needs to take place.
  • Design and carry out training to meet those needs.
  • Identify the principles of standard setting and the use of the organisation’s SOP standards and system.
  • Evaluate how effective the training has been.

We recommend that you train at least one Staff Champion per department, although larger, more complex departments such as Food and Beverage and Housekeeping may require more.

On completion of the training workshops, Champions will be responsible for leading the process within their departments, facilitating training sessions, supporting operational staff to modify and adapt the SOPs, and ensuring that the procedures specified within are effectively implemented.

Standard Operating Procedures & Training Programmes Case Studies

Technology Analysis & Strategies

Often complex but always key, technology analysis is one of the indisputable backbones of successful hospitality operations. At Hotel Solutions Partnership we can develop a technology analysis to help you to analyse, develop and evaluate your systems, ensuring they are cost-efficient, adaptable and user-friendly and, most importantly, provide you with vital customer data.

We can provide advice on the following:

Technology Analysis – review of present state, evaluate options and recommend future strategy, technology due diligence for hotel acquisitions/mergers, process improvement, organisation/talent review & restructuring

Technology Strategy – for new builds and growth companies, provide analysis and strategic direction, budgeting capital and operating expenses

Technology Evaluation – market research/feasibility studies for new entrant systems/software suppliers and potential acquisitions

  • Pre-opening infrastructure design for new builds/renovations – providing advice alongside developers/technical services/ architects
  • High level project management and team sourcing for specific system rollouts
  • Tender management and advice on complex contract agreements
  • Service level agreement (SLA) advice/negotiation
  • IT governance, Security standards, PCI compliance

IT strategy and investment planning

In the context of a very fast moving landscape, our advisory services and technology analysis will enable clients to choose and adopt the most important elements of the future IT environment. Our recommendations are also likely to include consideration of software-as-a-service providers.

Hotel Solutions Partnership recognises that the hotel industry is moving towards a hosted environment; within 10 years ‘cloud’ processing is expected to dominate the applications available to you as a hotel owner or operator. We can help prepare you for this exciting opportunity.

IP telephony, WAN, VoIP, HSIA, WiFi

Our consultants will advise you on how to make use of the technologies to exchange voice and other forms of information that have traditionally been carried over the public switched telephone network (PSTN). As a result, you will also be able to make better use of the enterprise WAN connecting geographically dispersed users anywhere in the world. We can also advise you on the design and delivery of the technologies behind high-speed internet access including Wi-Fi.

Technology Analysis & Strategies Case Studies

OPERATIONS CASE STUDIES