We have 40 years in the trenches of international luxury hospitality with a track record of success. During COVID, many leaders have lost sight of the woods because they are deep among the trees. Below is a selection of areas we can assist with; we can do all or just one of these and as always, our goal is not to point out areas for improvement but to provide excellent recommendations and if desired, to partner with you through to fulfillment.
We provide a range of services from establishing a contemporary set of relevant standards, staff training and ongoing audits.
From the retail selections, wine list and menu items, are you relevant and brand appropriate?
Do you offer pickleball if you have tennis?
Given the move towards remote working, have you reviewed your public space to support this?
Is there demand for everything you offer?
No matter what kind of facility you operate, to ensure ongoing success and improved share of the market a constant and objective review of the product offering is required.
Often overlooked, especially in an operation with long tenured team members is a thorough review of how your facility is presented holistically.
Look - Cleanliness, upkeep, design relevance, artwork, set-up, furniture alignment and maintenance.
Smell - What do your facilities smell like to the first-time visitor and what does it say about you?
Sound - Is there noise from the back of the house in the dining room? is the air-conditioning in the guest rooms too loud? Are pool goers bothered by landscapers machinery as they try to relax? Is your music at the right volume and is it tasteful and appropriate to the venue?
Taste - How consistent and appealing is the taste of everything your customers (and teammates) consume?
Feel - textures, comfort, chair height, carpeting, bedsheets...how do these all feel to the touch?
These all contribute to the strength of a first impression, inform the buying decision and either support or compromise your brand promise.
The brands you carry in your retail areas go a long way to informing customers about who are. Every item and the brands thereof must support your desired brand position.
If you are a restaurant, do you offer appropriate "merch" for sale to drive incremental revenue?
How thoughtful is the process in displaying your retail for sale? There is science behind this and it is important in maximizing sales to put sufficient thought and research in to not only the products themselves, but how effectively they are presented.
We can assist with a review of the range, type, brands, pricing and display of your retail products.
We can assist in concept development, alignment, messaging or adaptation to better support your goals and drive improved utilization.
Whatever facility you operate, be it a golf course, a hotel or a restaurant, the physical condition determines how you are perceived and the level of satisfaction you provide your patrons.
Over time, it gets harder and harder for those working in your facilities to see the level of detail they likely saw on day one or the details a first-time customer might see.
We provide a comprehensive review of the physical condition of your facilities and, if appropriate align recommendations with your overall goals and budget/capital availability to make the most impact.
Golf tee times and tennis court reservation slots are perishable assets. We assist resorts and Clubs in maximizing these assets through a thorough review of historical usage by day of week, time of day and seasonally. Our recommendations not only improve usage but also ensure the best use of these facilities to ensure maximum revenue generation and customer satisfaction. During this analysis we review booking and cancellation policies and make suggestions to ensure these policies support your goals.
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