LHG will conduct an onsite audit during which we will verify to what extent your hospitality processes and procedures conform with our Standard for Quality Management in Luxury Hospitality.
We will present the results of your audit as a gap analysis, clearly identifying what changes need to be made to achieve full conformity with the Standard. Working with you, we will draft an action plan that focuses on how you can work towards conformity by improving and capitalising on your hospitality operations for the benefit of your assets, your staff and ultimately your guests.
Our approach to full conformity with the Standard consists of the following four steps:
Step 1 Quality Assurance Management
Step 2 Team Composition
Step 3 Learning & Development
Step 4 Retention services
Conformity with the Standard for Quality Management in Luxury Hospitality will guarantee that you have the most relevant hospitality processes, procedures and product knowledge in place to enable efficient allocation of tasks and smooth workflows.
This step in the process will address Standard Operating Procedures for the following:
After ensuring all relevant processes and procedures are in place, we will look at your team composition by taking an innovative approach to team building.
We will discuss individual values and behaviours that already exist to get a better sense of how your team currently operates. From there, we will discuss ideal models for operational success so that you can set your own norms and expectations in regards to team values, relationships and behaviour. By doing this, we help you to create an organisational culture where everyone is on the same page, working towards shared goals.
To do this, we will review all of the following elements:
By identifying their own personal responsibilities and understanding how to effectively build relationships through teamwork, participants learn how working together to streamline operations – both front and back of house – will improve service flow and ultimately overall guest experience. In this step, we help you develop an effective personal development and professional training program tailored according to your needs:
We will continue to support you via our annual Retention Services, to ensure your crew or staff members are continually engaged and focused on providing the ultimate Art of Service to your owners and guests. We do this by conducting: