hc hospitality services01 nigeria
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CREATIVE SOLUTIONS FOR THE HOSPITALITY INDUSTRY
“Big Solutions for the Small and Independent Hopitality Entrepreneur”
Boutique Hotel – B&B – Resort – Hotel - Restaurant – Banquet Venue – Bar - Club
[email protected] www.hotelconsult.org 1
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Y Hospitality Industry Background
Traditional providers…
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Large, international hotel chains have their own systems, support, logistics, supplier network.
Furthermore, they have strong human resources development and quality control processes, to constantly improve their operation.
They defeat competition and achieve success thru support within their own organization – their size and worldwide scope allows them to do it.
However, within the hospitality industry, there is much more than international chains………
One of the fastest-growing sectors in the
world’s economy today is travel and tourism.
It is the engine that drives the many-faceted hospitality business.
CR
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Y The small and independent Hospitality operation
The Strenghts of The Small…
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The independent, Micro, Small to Mid Size
properties represent the largest number of units built in the entire world!.
The crew - staff, managers and owners – at the small hotel, quickly learns
“multitasking”; they can and will do many things for the Guest at same time!
The small hotel is Flexible, by definition. Easily adjust – taking different approaches - to met economy changes, market shifts, guests preferences.
The small hotel, in many instances is managed by owners, there is no “red tape” no corporate politics ; decisions are made quick…
The small hotel can deliver “one to one” personalized Service; owners and managers are always present and will do micromarketing!
The small hotel often create networks of strategic partners able to meet the needs of their clients, quickly!
The small hotel – with proper use of technology – will put up a big show, follow-up guest requests and service measurement, with little overhead!
All together combined, they are the
largest investment in the Central- South America and Caribbean regions.
African Hospitality projects – small to mid size – are growing in the same direction…..
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GREAT, ONLY STRENGHTS NO…
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THE RISK:
Owners and Managers of small properties are new to the Industry….
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It is called “Industry without chimneys”; At HotelConsult we call it : “The Industry that exports experiences – smiles, memories - and happiness”
Entrepreneurs must be careful ; large amounts of money are invested; wrong decisions will be costly!
This new owners, and their managers, and the entire staff may need Coaching and Training!
Many properties are owned and managed by entrepreneurs new to the industry without proper experience to manage their operations.
In many instances, they will discover, at a very costly rate, the intricacies and peculiarities of the Service. Yes, there is a cost factor in the learning!
Service is the intangible “element”, the essence in the realm of the Hospitality industry.
The Objective – for the large or small Hospitality operation is always the same PROFITABILITY.
The vehicles to get there are always the same SERVICE and PRODUCT!
80% OF YOUR UNHAPPY
CLIENTS WILL NOT COMPLAIN;
SIMPLY, THEY WILL NOT
RETURN TO YOUR HOTEL!
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Y HotelConsult Inception
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This risky scenario, full of untested perceptions, poses
a great risk for failing… There is a constant need for advice; 24/7 you need help, guidance, support.
That was the opportunity we found in 1999 when the
HotelConsult services were launched in the Latin America and Caribbean regions.
We decided to provide integral consulting services and assembled a Team of Consultants – with solid international experience, ready to help!
Emilio Vargas, HotelConsult President, participates with input and supervision in every project.
Hence, our mission, vision and values are perfectly aligned with the well being, success and Profitability of the Small & independent Hospitality.
The micro, small and mid size operations,
that is the niche we serve!
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We Serve our
Clients
in 6
Key Result Areas
Owner’s
Advisor
New Projects
Quality
Assurance
Human Resources
Food & Beverage
Property
Management
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ADVISORY SERVICES
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Owner’s
Advisor
* PERMANENT SERVICE: WE HELP YOU AND BOARD OF DIRECTORS * OCCASSIONAL SERVICE: OVER TEXT, TELEPHONE OR EMAIL -
ADVISORY SERVICES
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Owner’s Advisor
Advisor has a permanent
seat at Board of Directors
Owner calls
and presents a request for
Advice
• 1st. option: questions over text, telephone, email: • You contact us with your doubt or need an opinion. • Quick, Simple, no contracts, no commitments. • Immediate resolution to your questions. • Pricing based on time of consultation. • Visit «Store»:
• 2nd. option: Full Report after visiting: • You call, we visit your place to learn your needs. • A quotation is submitted, you approve it and our
Report will include all answers!
• 3rd. option: Board of Directors visit: • Each month we join your BOD meeting or Family
Council. • We evaluate your needs and present immediate
suggestions for all your operational problems!
NEW PROJECTS
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New
Projects
• CONCEPT DEVELOPMENT • PRE-OPENING • OPENING
NEW PROJECTS: CONCEPT DEVELOPMENT
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Location
Market Segment
Brand Decision
Feasibility Studies*
Marketing Plan
Business Plan
New
Projects: Concept
development
* Owner to hire local professional
NEW PROJECTS: PRE-OPENING
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Design assessment Construction supervison
FF&E Specifications Receiving equipment
Installing equipment Testing equipment
New
Projects:
Pre-opening
NEW PROJECTS: OPENING
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Policies Standards
Tasks, Manuals
Receiving Building
Permits, Licenses
Recruiting, Hiring
Training Staff
Soft Opening Grand
Opening
New
Projects:
Opening
QUALITY ASSURANCE
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Quality
Assurance
• QUALITY ASSURANCE SYSTEM • QUALITY AUDITS • MYSTERY SHOPPER VISITS
QUALITY ASSURANCE: SYSTEM
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Gather information: visiting company, interview
“As is” Report: current Systems, Processes, SOP’s
To document Processes
To develop Suggestions for Changes
To develop Tasks for each position
To develop needed Formats
To develop Quality Manual
Quality Assurance:
System
QUALITY ASSURANCE: QUALITY AUDITS
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Reservation/Sales Evaluation
Measuring Tool - Format development
Guest Survey/interview Staff Survey/interview
Face of the House inspection: parking lot,
entrance, front desk, lobby, halways, rooms,
restaurant, bar, banquet
Heart of the House inspection: reservation office, kitchen, storage, accounting, marketing, HR, Maintenance shop
Quality Assurance:
Quality Audits
QUALITY ASSURANCE: MYSTERY SHOPPER VISIT
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Measuring Tool Format
development
Experience Reservations
Experience Rooms
Experience F&B
Experience Other Services
Quality Assurance:
Mystery Shopper Visit
HUMAN RESOURCES
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Human Resources
• HUMAN RESOURCES DEPARTMENT • HUMAN RESOURCES DEVELOPMENT
HUMAN RESOURCES: DEPARTMENT SET UP
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International Talent Bank: MD, GM, DOM, DOC, F&B, etc
Assessment – types of positions needed and quantity
Position Profile, Job Descriptions
Policies, Standards
Tasks breakdown for each position: Who? When? How?
Employees Induction Manual – duties, responsibilities
Training Manual ea. Position, Perpetual Training Calendar
Performance Appraisal Form
Human Resources:
Department set-up
HUMAN RESOURCES: DEVELOPMENT
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Training:
Circles of Learning
Coaching:
“let's walk together” method
Training:
Workshops, Seminars, Conferences
Operations Troubleshooting:
In-house Creativity Solutions
Human Resources:
Development
FOOD AND BEVERAGE
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Food and Beverage
* CONCEPT DEVELOPMENT: SERVICE AND PRODUCT * FURNITURE, FIXTURES, EQUIPMENT (FF&E) OPERATING SUPPLIES (OS) * COST CONTROLS AND PRODUCTION TOOLS
F&B: CONCEPT DEVELOPMENT SERVICE AND PRODUCT
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Service Style
Production and Cooking Methods
Interior Decorating
Food and Beverage
F&B: (FF&E) AND (OS)
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Operation Supplies Specifications
Furniture, Fixtures, Equipment Specifications
Management Sistems, Software
Food and Beverage
F&B: RECIPES, COST CONTROLS AND PRODUCTION TOOLS
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Recipe development and
Costing
Raw materials, Standard Portion sizes, Purveyors
Prep Area, Forecasting,
Production Sheet,
Quotation, Purchase Order,
Receiving, Storing, Issuing
Menu Engineering: Popularity, Profitability
Menu Design, Specials, Themed
Parties
Food and Beverage
MANAGEMENT
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Management
* MANAGEMENT AND FRANCHISE CONTRACTS
MANAGEMENT:
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Search and Select International Flag Brand
Develop your own Independent Brand
Negotiate Management Contract
Franchise Contract
Management
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HotelConsult Apples Of Gold –
Exclusive Representative for Nigeria
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Thank you for your Time! Remember, next time you need help with
your Hospitality Project, we are only a call, or e-mail, away!
Mr. Seun ONAKOYA
Apples of Gold - Consulting Limited
Abuja Office:
Suite 1,
Olusegun Obasanjo Block (C1)
Garki International Market (Behind Blake Resort),
Off Ahmadu Bello Way,
Garki 2,
FCT Abuja, Nigeria.
Lagos Office:
Adebowale House,
Block C, First Floor,
150, Ikorodu Road,
Onpian,Lagos, Nigeria.
Mobile: 234 - 8183894484, 8033351957, 8027063553
Blackberry Pin: 26369816
Skype ID: seunonakoya
Email: [email protected]
Website: www.aogconsulting.com
Mr. Emilio VARGAS
HotelConsult
562 NW 98th. CT, Miami, Fl., 33172 USA
VoiP Telephone: USA (786) 292 3141
Honduras address:
c/o Caribbean Coral Inn
Tela, Honduras
Cell: Honduras (504) 9957 – 8605
www.hotelconsult.org
CR
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Owner’s
Advisor
New Projects
Quality
Assurance
Human Resources
Food & Beverage
Property
Management
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