Performance Management

In the hospitality & leisure industry, customer and service orientation is preponderant. But, getting the very best performance from employees can dramatically impact guest satisfaction and ultimately the profitability of your business.

Nowadays to remain competitive not only the performance of your property should be measured and enhanced. It has also become essential to manage the on-line reputation of your business and to monitor informations flow and activities in the social media, being these strategic tools for your revenue management.

Our designated consultant will  audit your current operational performance, review or develop for your business customized performance criteria, define the related Standard Operating Procedures and coach management and employees through the implementation process.

Besides that, we help you manage your growing reputation through ratings and scores from multiple on-line channels, benchmark your competitors and monitor and guide your interactions with the social media.

Our services:

  • Development of Performance Standards
  • Mystery Guesting
  • Development of Policies & Procedures
  • Creation of Manuals
  • Internal Quality Assurance Audits
  • Competitive Benchmarking (through a third-party software)
  • Reputation Management (guest ratings tracking & benchmarking / third party)
  • Social Media Monitoring & Guidance

“Performance in the hospitality & leisure industry should not merely be limited to measure product or service quality. Moreover it should be defined by the relationship between a property and it’s guests.”