Posts by Lisa Zoretich
Enhancing Hotel Guest Experience Through Pre-Arrival Personalization
The guest journey begins at booking, necessitating hotels to align teams and systems for an optimal pre-arrival experience. Capturing relevant guest data, such as preferences and past history, ensures personalized service. Effective communication and system readiness across departments guarantee seamless preparation, while respecting data privacy builds trust alongside enhancing guest satisfaction.
Read MoreWhy User Acceptance Testing Matters for Hotels
User acceptance testing brings operations into system testing so hotel technology supports real workflows, not just IT requirements.
Read MoreCreating a Successful Pre-Opening Plan (POP)
Anyone that has participated in a Pre-Opening of a hotel or business understands the importance of a robust Pre-opening plan. As important as the Pre-Opening Plan (POP) is, it is equally important that the plan is actively used and updated. You can have the best POP in the world, but if the teams are not…
Read MoreImportance of Motivational Shift Briefings
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…
Read MoreUser Acceptance Testing (UAT) Guidelines
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…
Read MorePlanning a Successful Software Implementation
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.…
Read MoreThe New Normal – Adapting to pandemic requirements
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…
Read MoreCreating Effective PreOpening Training
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…
Read MoreImportance of Preopening Simulation Training
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…
Read MoreDeveloping Standard Operational Procedures
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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