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 hour in the week.
Our objectives at Bay Villas are 'normal'.
They include:
Optimise throughput
Reduce costs, increase revenue and increase profit
Make our guests feel welcome, special and rested. They're on holiday.
Enhancements, preventative maintenance and corrective maintenance all need to be undertaken with minimal disruption to our guests. Disruption includes access, noise, smells, sight, safety, security, communication and amenity.
Our guests come here to rest and relax. We need to minimise any disruption to their holiday.
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
transition/support departing staff
meet weekly to tune priorities
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 cleaned regularly (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 and agree KPIs
Capture and report KPIs
Document policies and procedures for each step
Monitor and refine steps to eliminate errors