
Deep Dive Assessment of Processes & Behaviours
“As Owner, you know how much profit you make. But you might be surprised to learn how much money you are losing unknowingly”
If the client feels that the operational key figures are not aligned with industry standards, or his property does not generate enough profit, it may be time for a deep dive assessment that digs deep into your organizations’ policies and procedures and includes specific or general assessments.
This Deep Dive can be conducted for individual departments or, better yet similar to a general health-check, for all hotel departments. The following departments are covered: Front Office, Housekeeping, Purchasing, Finance, Food and Beverages, Culinary, Human Resources, POMEC, Sustainability, ESG, Accounting & Controls, Sales & Marketing, Digital & Media and other operating departments and other overheads.
The assessment will show weaknesses or absence of guiding policies, process and procedures, highlighting failures, resulting in inefficiencies and ultimately in potential loss of revenue and profitability.
Depending on the assignment, the GHS auditor uses these touchpoints to perform some or all of the following:
Collect Comprehensive Data
…captured through a wide range of touchpoints; assessing the presence or absence of policies and procedures and their implementation and application.
Review Individual Evaluations
Analysis, paying attention to detailed observations and ratings to identify patterns, common themes and specific areas of strength or weakness as well as opportunities to align performance with desired service standards and guest expectations;
Aggregate and Group Data
…to identify overall trends and performance patterns. Group evaluations based on departments, specific service areas, or employee categories to gain a deeper understanding of strengths and areas that require improvement. This data grouping facilitates targeted action plans and interventions;
Identify priorities
…for improvement based on the impact they have on guest satisfaction and operational efficiency focusing on aspects that align with the hotel’s overall objectives and strategic goals;