Operations management
“What does a well-run hotel look like?”
A daily rhythm everyone keeps: the morning meeting, the walk, the numbers, the guest. Problems are found by managers before guests find them.
School HO · Hotel Operations
Service is repeatable only when it is written down, trained and inspected.
How a luxury hotel is run: the guest journey, service design, standard operating procedures, and the habits that make department heads and general managers excellent.
1 · What we do for you
Ways we work with you.
Operations reviews
A walk of the hotel at every hour, a read of the numbers and the guest comments, and a ranked list of what to fix first.
Guest journey and service design
The journey touchpoint by touchpoint, with the moments that earn the rate designed on purpose.
SOP development
Standard operating procedures by department, written to be trained and audited.
Leadership development
Coaching and programmes for department heads and general managers.
2 · What we know
The questions people ask, each answered with its conclusion first.
The guest journey
“Where does the stay go wrong?”
At the handovers: reservation to arrival, front desk to room, check-out to the next booking. Map them and give each one an owner.
Service design
“How do we make service memorable?”
Design a few signature moments on purpose and make the rest flawless. Memorable rests on reliable.
SOP development
“Why do our standards not stick?”
Because they are too long to train. One task, one page, the standard stated as something you can see or measure.
Department head excellence
“What separates a good department head?”
They know their numbers, train every week, and fix the cause of a complaint rather than the complaint.
General management excellence
“What does an owner want from a GM?”
Profit delivered with the guest and the team intact, and no surprises. The GM runs the hotel as if it were his own money.
Rooms and housekeeping
“How clean is clean?”
Clean is what the inspection proves: thirty points, every room, every day, scored and recorded.
3 · What you can use
Free tools. Your figures stay on your screen.
HO · ToolLive
Room inspection
The 30-point inspection, scored as you go.
Open →HO · ToolLive
Department standards
Purpose, measures and standards for sixteen departments.
Open →HO · ToolLive
VAS POMEC
Property operations, maintenance and energy in one app.
Open →HO · ToolIn preparation
Guest journey app
The guest experience journey, touchpoint by touchpoint.
4 · What you can watch
Short films with the transcript beside them.
Film 1 · Recording
The morning meeting
Fifteen minutes that run the day.
Film 2 · Recording
Writing an SOP people use
One task, one page.
5 · What you can read
Courses, papers and cases.
Hotel Operations 101
How a hotel is run day to day, and what good looks like in each department.
Read →Rooms Division
Front office, housekeeping and the 30-point room inspection.
Read →The Departments
Sixteen departments of a luxury hotel: purpose, measures and standards.
Read →The Lodhi, New Delhi
Good to great: how The Lodhi grew revenue 3.5 times and RevPAR five times between 2016 and 2020.
Read →