Operational Excellence Assessment
A hotel's real performance shows when operations are running at full capacity.
Scope
The operational excellence assessment evaluates the hotel's guest experience, cross-departmental workflow, food safety and resource efficiency as a single whole, on site.
Standards and methods: EFQM Model, ISO 9001, ISO 22000, ISO 14001 and sustainable tourism criteria
Purpose
To set out the hotel's operational strengths and areas for improvement through an independent, holistic assessment, and to give senior management a prioritised, workable development roadmap.
Scope
- A 3-day on-site assessment covering front office, housekeeping, food and beverage, kitchens, technical service, pool and SPA, purchasing and stores, and human resources
- Observation across the touchpoints of the guest journey, and interviews with department managers
- Review of guest feedback, complaint records, tour operator audit results and performance indicators
- Assessment of handover moments between departments and of shared resources
- 1 day of reporting and a presentation to senior management
Deliverables
- Operational excellence assessment report
- Strengths and areas for improvement by department
- Areas for improvement prioritised by impact and feasibility
- 12-month development roadmap
- Senior management presentation
Other services in this area
- Independent Audit and Pre-AssessmentWhether a system really works becomes clear only when it is looked at with an independent eye.
- Risk-Based Internal AuditIn most hotels the internal audit is done once a year, before certification, with equal time given to every department.
- Supplier Audit and DevelopmentThe quality of the food served to guests, the chemicals used, and outsourced laundry, pest control and technical maintenance services starts at the supplier's site.