Consulting

The Hospitality Service Journey

Hospitality is all about the relationship that you and your internal and external guest develop. Applying hospitality fundamentals in your establishment and being customer retention-focused, will result in a stronger bottom line, due to guests being content and willing to return and refer your establishment.

We partner with you to develop hospitality-focused service fundamentals, customize or work with your existing service parameters. Remarkable Hospitality Inc. services include:

Guest Relations and Hospitality Service Consulting (for branded and independent establishments)

There is always room for improvement and innovation when it comes to executing our guest services and building strong relationships with guests, correct? The opportunity to understand who internal and external guests are, improve your service standards, create new standards to be in line (and consequently above) with the competition, and develop strategies to ensure that these efforts continue strongly in your property, exist and are accomplishable. We must ask ourselves, how will our guests rate us in terms of referral and social sites like Trip Advisor?

We can provide the following in order to access and assist you in positioning yourself in a reasonable and competitive manner:

Initial meeting to discuss situation of establishment
A site visit* to observe and gather a third eye concept of your establishment.
Discuss existing service parameters with manager/owner
Analyze and provide recommendations post site visit

*Property visit expenses such as air, ground transportation, accommodation and meals are not included in the package price.

(The following services can be implemented as individual or as phase two from our first consulting service. )

Guest Service Tracking System Consulting

We can assist in improving your Guest Service Scores by motivating your employees on diverse hospitality skills. The principal has managed such programs for InterContinental Hotels (GSTS), and has assisted properties in increasing their scores. Properties were always ranked number 1 or 2 consistently in the Geo Group.

Please contact us to see how we can assist and perhaps advise on certain strategies to increase scores as well. We can also assist in doing this in Spanish or Portuguese as well, for staff fluent in these languages.

Services include:

Initial meeting to discuss situation of establishment
Discuss guest service score program with manager/owner
A site visit* to observe and gather information on how your establishment is implementing this
A site visit to GeoGroup properties (incognito) to experience the categories to observe their operations and improve the service strategy for your operation.

Customer Retention/Service Turnaround/Recovery Strategies

Internal and External Guest Retention

It is getting harder and harder to capture new guests
Focus on retaining guests and employees for long term results on ROI (our strategies assist clients maintain customer retention rates above 90%)

Here is an opportunity to turn guests that your establishment has spent so much on to attract to our property into a “profit center”. In other words: guests who have experienced dissatisfaction by our tangible and/or intangible services, but have been convinced (thanks to our immediate hospitality service intervention), to remain loyal with us, and refer our establishments and services.

As hospitality professionals we need to identify and address guest challenges immediately. This may be a one-time situation that can be remedied with ease.

Other times, it is not as simple. That said how do you manage the complicated/impossible guest? How do we provide the necessary approach to resolve their concern? Our goal is to retain the guest, as they will become more loyal and also refer you business as well. This is what building a hospitality relationship with your long-term guest is truly all about.

Perhaps you may have already realized that your establishment is experiencing service challenges, yet have not found a feasible solution. A specific plan exists. You need assistance to figure out the source, so your staff is prepared to handle and demonstrate a high percentage rate of success when recovering a dissatisfied guest.

The need for external observations and implement new strategies are needed as the bottom line is being affected by challenges such as (but not limited to):

little or no training or education on hospitality fundamentals
an establishment with too much micromanagement
poor morale
lack of communication
time in our busy schedule to address service issues
repeating mistakes as lack of case scenarios for training are not applied

Strategies and Solutions:

Let us assist in developing a service recovery plan for your establishment.

Conduct tests and scenarios to your hotel before and after.

Seminars/Chats on Hospitality Service Motivation for Staff (from a third eye perspective) and other related topics

Perhaps your establishment conducts opportunities for outside hospitality professionals to conduct meetings or seminars on certain topics such as cross-training, service improvement, service culture, empowerment, service attitude and/or results and rewards of well executed hospitality service strategies. There are certainly many other topics that you may touch on as well. You may also contact us to participate in these as well.

If you are a property looking for creating such as system, do not hesitate to contact us as well and we can discuss a plan that would fit your establishment.

Our experience has demonstrated, for the most part, that when employees and managers have to attend ongoing training workshops, motivational seminars or annual meetings, they may grumble and perhaps not capture most of the intended message; they just may not want to hear another in-house manager about strategies to improve service/product levels.

The best analogy that we can compare this to is when a teenager is told by their parents what to do, and they don’t listen. Yet an outside influence, such as friends or favorite celebrities, actually do influence them 100%.

Allow us to participate in your next workshop, seminar or meeting. They will be eager to engage a third party speaker. We can also assist in doing this in Spanish or Portuguese as well, for staff fluent in these languages.

This service includes:

Initial meeting with manager/owner to discuss theme of workshop, seminar or meeting, as well as discuss any material or subject that shall be discussed
Participate in meeting and by having us assist in facilitating brainstorming seminars to discuss ideas, based on experiences or case scenarios, evaluate pros and cons of their services, so that an action plan is developed with the contribution of the staff.

Seminars/Webinars/Workshop

These are fundamental seminars that can be presented as created by Remarkable Hospitality, or also be focused/customized based on your existing service parameters.

For All Staff:

Strategies to Retain your Guests
Hospitality Culture
The Relationship of the Internal & External Customer

For Managers:

Hospitality Brainstorm Sessions:

This session allows for management to discuss innovative hospitality ideas to improve each department. They can then be used for departmental meetings as well.

Hospitality Education & Training (onsite) & (online coming soon) Custom to meet your standards or with use of courses/certificates from the American Hotel and Lodging Association’s Educational Institute

Educate, not just train, your team members/associates on specific hospitality theories. This will be another way to motivate employees. This service can assist in reducing turnover and developing your next generation of managers, on how to become partners with your establishment to improve and innovate hospitality/service.

We can either work with existing courses you may use or with the American Hotel and Lodging Association’s Educational Institute. Their materials can be used as learning material for hospitality facilities. Classes can be scheduled on their various topics, virtually covering every aspect of the hospitality industry.

Certificates are given, as well for each individual class completed successfully. Great for professional development. Additional certificates focusing in specific departments also allow for a certified specialty. Contact us for more information.

We can also help your bilingual staff with better communication as we can facilitate the following courses:

Spanish for Hospitality
English for Hospitality

Attention!

Share your hospitality service case scenarios, results (positive or negative), recovery strategies and how you managed to retain your guest. This is a great marketing opportunity for your establishment.

Please see: Share your Case Scenario/Interview with Remarkable Hospitality

Link this to hotel and other sites?

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