Operational Efficiencies

Guest Service & Improving Bottom-line

​Experts have found that reducing staff is seldom the magic bullet for business profitability, contrary to many business owners’ beliefs. Experience teaches that reducing staff without a plan often cripples operational efficiency, negatively impacts guest services, and erodes consumer confidence.

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Examples of basic operational challenges we encounter:

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• GOP performance below 40%

• Guest service scores below 60th percentile for brand and guest loyalty scores below brand average

• RevPAR Index consistently below 100% index for fair-share

• Absence of monthly P&L review process

• Annual aggregate staff turn-over greater than 25% (much greater in select departments)

• Lack of continuous staff training

• Volatile occupancy levels from week to week with staff ill-equipped to adjust to changing demands

Our process involves careful review of empirical and analytical data. We evaluate key operational metrics to uncover the root cause of the asset's current failings and formulate a strategy for improvement. If applicable, we apply “Lean management” principles and provide necessary training to improve overall service levels and engagement.