OPERATIONS & GUEST SERVICE EXCELLENCE
Freshwater works collaboratively with owners and leadership of each asset to build best-in-class plans that reflect the individual nuances of your business while improving and ensuring operational success.
We’ve confronted countless challenges and effectively remedied them in our combined years of experience. Reality - operations are tremendously opportunistic especially with retention concerns at all levels of the organization and the ever-present need to maintain business continuity.
From operational department training, accounting, forecasting, to capital planning and strategic sales plans, get in touch to see how Freshwater can lead your property to profitability and asset performance.
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Today’s business and leisure guests want and deserve so much more for their stay. And now, armed with the power of social media, the impact to your brand’s perception and reputation is at stake when expectations are not met.
Freshwater consultants break down the guest journey and comb through guest insights, surveys, and online response data to construct effective and easy-to-implement authentic hospitality that supercharges the guest experience.
From high-level, high-value quick wins to lasting strategic measures that consistently differentiate your property from the competition, let the consultants at Freshwater show you ways to customize every guest’s visit to consistently exceed their expectations, gain advocacy, and increase net promoter scores.
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Let’s work collaboratively to get things right from the start. The team at Freshwater Hospitality has been through launches and gained valuable experience on conquering the many challenges during this pivotal time.
We openly collaborate with your pre-opening team, asset managers, and stakeholders to build tailored plans that are unique to your operation and location. These detailed management systems lay the groundwork for a seamless opening by ensuring all the pieces fall into place as well as delivering an exemplary employee experience by providing them with the necessary tools to achieve operational success.
Here are just some of the deliverables we have the ability to assist with:
•. Organizational structures
•. HR recruiting efforts
•. Culture programs
•. Implement labor standards
•. Departmental training guides
•. Operational procedures and checklists
•. Compliance measuring tools and reporting
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We uncover and assess your space and true capacity to drive more performance from the asset. New launches and dated assets alike, this valuable exercise is built on four key factors;
•. Optimization
•. Guest demand
•. Service excellence
•. Revenue growth.
Here are just a few of the many tailored-to-fit operational and guest service excellence programs that we offer:
Standard Operating Procedures Development
Let’s face it, SOP’s are the backbone of effective, safe, and consistent operations and guest delivery- and they exist everywhere. But, the time it takes to construct them, pulls the team away from maintaining business continuity. That’s where the Freshwater team comes in.
We offer two easy, budget-friendly approaches to get your team on the right track. Through our experience with national and boutique brands, we have many canned SOP’s that can be finessed to fit your operations or we perform an onsite visit and quickly develop individualized documentation that lead your team to success.
Discovery Process
A virtual discovery meeting will identify the departmental needs and functional aspects of their operations. Freshwater has developed off-the-shelf SOP’s from past hotels and resorts that quite often provide a cost-effective basis to develop plans that are just a bit more specific to your operation.
On-Site Evaluation
Should a more in-depth development process be needed, members of the Freshwater team would travel to your site and conduct meetings with key leadership team members within each department. We’ll quickly identify your mission, vision and guest service expectations along with operational processes to ensure that the SOP’s are easily executable, and maximize lean management and human capital.
