Quality Audit & Operations Assessment
“You are surrounded by simple, obvious solutions that can dramatically increase your income, power, influence and success. The problem is, you just don’t see them.” – Jay Abraham
As consultants we must be willing to tell you, our client, things that you need to hear, but may not want to. Our job is to apply our experience to the challenges or opportunities you and your company are facing. We may not know your specific company or industry, but we bring to the table a non-biased third party perspective, creative problem-solving abilities, solid experience and interpersonal communication skills to address the types of issues you face.
CHIConsultant‘s 3–tier plan
Tier 1: Quality Audit
Front-end customer experience is tested and it is our recommendation to use the mystery shopper approach. The whole guest experience will be studied including reservation, arrival (check-in if hotel), interactions with staff, quality and cleanliness of the property, departure and post-stay follow up.
Tier 2: Operations Analysis
This tier’s focus is on the back-of-the-house to identify the points where your property excels and where there is room to grow. It comprises not only an analysis of your property’s operational strengths, weaknesses and opportunities but also considers employee perspective, staff effectiveness and existing procedures.
Tier 3: Result Reporting
A complete and detailed report will be established and will cover the Quality assessment results and operations analysis. After submitting the final report, a person-to-person meeting or webinar should be arranged to review the findings and recommendations following by a discussion of next steps as appropriate.
Pricing is dependent on several factors regarding your business: size, complexity, location. A customized proposal will be established and will take into account your individual property needs and time spent.
Staff Training & Service Quality Workshops
“The way your employees feel is the way your customers will feel.” – Sybil F. Stershic
Motivating employees increases productivity and satisfaction, resulting in a better guest experience and overall operation. Training is profoundly strategic. It’s a process aimed at improving the single most important resource in your company: people. Nothing affects customer loyalty more than the behaviors and competencies of employees. Asia in general has a reputation for a friendly labor force which is often lacking necessary skills and international behavior etiquette, let us change that image for your company.
Training needs assessment:
In addition to the overall property assessment and insight gained there, training needs can be assessed through individual interviews or focus groups.
Recommended for senior and middle management to train them in becoming mentors themselves to staff members under their wing. It is important the management team gets in some form a basic knowledge of the team training in order to avoid friction and ensure continuity.
On the Job Training (OJT):
On the job training is based on the principle of “learning by doing” and has the advantage of immediate productivity, quick learning and being focused specifically for the tasks and skills needed for a particular sector.
Workshops and discussion groups by service sector are a great way to bring the team together and get them involved not only in ideas for improvement in the specific field but also in the overall strategy of the property. This also allows the consultant to single out employees which show particular strengths or weaknesses and make recommendations to the management regarding assignment or position changes to further productivity.
As a follow-up and continuation of any training session, it is important to remind the staff about various procedures and concepts. The use of an informal and often more appealing approach to a visual learner is to prepare one-page information sheets summarizing key points of the individual or group training sessions, presented in an easy to read and visually appealing manner.
Cultural knowledge & behavior etiquette
A good grounding in proper, international standard, etiquette is important for staff and management in the hospitality industry. Manners do matter in any hospitality position, international cultural knowledge will help adaptability and ensure improvement in customer service.
Listening skills: This is possibly the weakest link in the communication formula. Simply put, most people like to talk but few like to listen. Organizational members need to understand that listening to customers and really understanding what they’re saying, is absolutely critical.
Nonverbal communication: The way somebody stands, sits and moves often conveys much more than his/her words. Training will include guidance on appropriate nonverbal communication.
Proper use of language: There need to be clear guidelines for how employees speak, the kind of words they should use and guidance on how to overcome lack of vocabulary (i.e. in English) while communicating with customers.
Written communication: As hard as verbal and nonverbal communication is, written communication is even harder. One of the reasons it’s so difficult is that written words are often misinterpreted. Written communication must be carefully constructed, with an eye toward simplicity and brevity. Employees must get plenty of opportunities to practice writing skills, along with feedback on the effectiveness of their writing.
Organization skills & time management
Organizational skills are crucial for many work experiences – so it’s imperative that your staff learns the proper aptitude to increase effectiveness.
Good time management is one important factor and requires discipline, quick thinking, knowing how and when to delegate. A person with great time management skills can adopt to new problems and deal with unplanned events more effectively.
Mental and physical organization skills can be learned through setting up proper procedures and workshops to train attention to detail, reporting, conflict resolution, listening skills and resource management
My starting rates for Saigon based training sessions are as follows. these rates include the cost of work time, transportation.
- per hour: 65 USD
- half-day package: 240 USD
- full-day package: 450 USD
- Vietnamese – English translator possible with a supplement
For Training sessions and workshops abroad (Vietnam except Saigon) and all of SE Asia, a customized package will be calculated including estimated travel costs.
Digital Marketing & Web Content Administration
” Give them quality. That’s the best kind of advertising.” – Milton Hershey
There are no magic tricks that can bring you immediate success but with time, energy, consistency and good customer relations you can get there. Any hospitality marketing strategy needs to start with a consistent message to your guests. In today’s information age of marketing and web 2.0, a company’s website is the key to their entire business (Quote from Markus Sheridan). Your online presence through your website, your Facebook or Instagram, needs to reflect the core values of your business and engage the customer the same way a direct contact would.
Create & implement Marketing Strategies and assist with…
- online Content Analysis, Advise & Writing
- multi-lingual web design or web design improvement
- brand ambassador role to represent your company to the international market
- creation of promotions & special offers in increase sales in new or existing markets
- rate strategy for online direct sales and OTA sales
- focused branding, positioning and marketing tools
- recommendations for specific marketing approaches and spending budgets
- best practices for online reviews to ensure good reputation management
New Project Development or Renovation of existing property
“Outsiders often have an insight that an insider doesn’t quite have. ” – Diane Abbott
Before you invest money in a new project or the renovation of an existing one, it is a good idea to consult with an hospitality operations specialist to ensure you do spend your money on the right things and get the results you need to have profitable business operation.
To develop a new project or redesign an existing one, several factors need to be addressed before approving and financing a construction or renovation to ensure cost effective operation, great customer service, accurate marketing possibilities and therefore good revenue after completion.
Hotel Concept & Branding for a successful marketing strategy
Design Considerations to guarantee customer satisfaction
Facilities Planning for smooth and effective day-by-day operation
Request a Consultation
We would be happy to talk with you about the solutions we have to offer. Just send us your contact details by filling out the form and we can arrange an interview to discuss your needs and requirements.
In Saigon we can arrange person-to-person meetings, for other destinations we can use Web conferencing or a phone call.