I have sat in 1000’s of shift briefings, and I cannot tell you how often not only was I bored but so was the team. And bored colleagues do not pay attention or retain information. Sadly, many great leaders are not able to run positive motivational shift briefings, as they lack the tools to do…

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When implementing a new software system, it is important to include User Acceptance Testing (UAT) as part of the implementation process. What exactly is UAT? You may know it as end-user testing or beta testing.   UAT is the last development phase before implementing the software. Executed by the business, it verifies: The software meets…

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Businesses invest a significant amount to upgrade or implement new technology. Successful software implementation with high user adoption requires a structured process that ensures usability and operational requirements are met. Over the years, I have worked on single installations and worldwide rollouts. I have developed, trained, and implemented systems from established vendors and new innovators.…

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Creating a Team’s start line towards progress Goal setting must be truly orbital to your business, surrounding every aspect of a Hotel’s operation. Gone are the days of traditional Key Performance Indicators (KPI) for results-driven performance. We now know more, want more, and demand more, so conventional KPIs are unfortunately no longer sufficient. Instead, we…

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5 steps to success

It is time to throw away the traditional result-only approach and transition to leading a progress-based successful Hotel operation. With the rise of the millennial mindset, increased remote working, and an ever-changing environment, conventional motivation no longer drives the industry. What used to be the Hospitality Management endgame must now become our baseline, and from…

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Experienced Executive Housekeepers can plan their next day with closed eyes as they know their operation inside-out. However, measurement is essential with ever-changing cleaning requirements and a constant demand to reduce labour costs. Some necessary numbers will help guide and back our intuition and allow Leadership or Asset Managers to trust without much question.  Know the product in writing:  Create a Room Listing or Matrix that includes anything that will affect the Housekeeping operation. The Room Listing can be items affecting cleaning (balcony/not) and…

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Where to start; the 2020 pandemic changed the world and the face of hospitality.  Hotels and Restaurants were closed or operating with reduced capacity. Millions of staff worldwide were laid off or placed on reduced salaries. To survive, everyone had to adapt to the new normal. The ZOGO Consultants are proud to be part of…

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Hotels are in the spotlight more than ever as stakeholders and media expect them to’ open hot’; that is, ready for great service on day one and ideally at a high occupancy. Reaching that stage of knowledge and confidence while hiring, receiving material, setting up departments, and preparing each operational space is not easy. At…

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Whether it is called Play Day, Trial Run, or Simulation Training, an operations practice day is essential for a successful Opening. Think back to the first time you checked in a guest or made a cappuccino for someone besides your peers.  Ideally, you never want your team to have the opening day be the first…

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When one talks about Standard Operating Procedures (SOPs), hotel teams usually start yawning. After all, SOPs are not exactly riveting reading. However, they are essential building blocks to operational efficiency, compliance, and consistent service levels. A standard operating procedure (SOP) is a set of step-by-step instructions compiled by an organization to help workers carry out…

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