In a cost-conscious, customer-satisfaction driven industry like hospitality, we need to get smart about what tasks take priority with the available manpower at each point in the week.
Our objectives at Bay Villas are 'normal'.
They include:
Optimise throughput
Make our guests feel special
Reduce costs and increase profit
Define our ideal customers
Market efficiently to those potential customers
Set expectations accurately
Convert sales leads into bookings
Maintain clean and attractive premises
Give customers a positive experience
Leverage that positive experience into more / repeat bookings.
And, of course, dot the i's and cross the t's on customer service, customer communication, team coordination, accounts, health and safety.
Stabilise the team …
secure performing staff
address non-performing staff
agree the plan on a page
meet weekly to fine tune operations
Improve the first impressions of the property …
refresh the front gardens
refresh the front entrance
refresh the customer-facing documentation
Ensure all facilities are maintained to a high standard …
rooms are cleaned and checked prior to arrival
cups, plates, cutlery and cooking utensils are clean and well presented
stairs and paths are pressure cleaned (SOP)
apartment foyers cleaned and mopped
lawns, paths and gardens free of debris
ensure pool hygiene and chemical levels meet recommended hotel standards
Begin a campaign to upgrade rooms and furnishings
compile and communicate apartment refresh recommendations
compile and communicate cutlery, crockery and glassware options
compile and communicate appliance refresh recommendations
And in background …
capture business processes and KPIs
manage BV Business Priorities
manage BV Room Priorities
capture and rationalise roles and responsibilities
generate standard operating procedures (SOPs)
monitor, praise, encourage (and celebrate)
Map business process steps
Optimise/rationalise each step
Identify, capture and monitor KPIs
Agree KPIs
Document policies and procedures for each step
Monitor and refine steps to eliminate errors