Hotel Operations - Doris Greif
Managing Director & RVP Operations Europe & Middle East at Langham Hospitality Group, former SVP MEASA Jumeirah Group
I have had the immense pleasure to work with Lisa Zoretich over the past 25 years in various companies and positions.
Lisa established for Jumeirah Group during my tenure a strong Rooms Development Department and enabled all properties to:
- Follow SOPS encompassing company standards
- Implemented the same globally with the relevant training
- Produced excellent off the job 6 days starter training for all front office and HK positions
- Produced with Lobster Ink custom made training video material – which was used globally for the training of new colleagues, pre-openings, takeovers, and refresher training
- Created focus groups for Front office and Housekeeping to concentrate on improving standards which created excellent results in LQA and CSI scores both departments were always on top in all hotels
- Developed and implemented various systems globally for those departments in close coordination with IT and Finance
- Often asked to assist Group Finance to assist with audits and implementation of PCI compliance, internal audits, etc
Lisa is a dedicated, tireless lady, who built with very limited resources, a fantastic small team who were highly motivated and carried out several openings and reflags to excellent standards. Never said No and lent always readily hands when needed.
I am her FAN
Brand Standards - Sal Rivera
Vice President of Operations Reverb Hotels
Brand Standards can be a dry but necessary guiding light on how to run and manage a company. Through Lisa’s guidance and extensive expertise, we developed an ownable, on-brand collection of “how to’s,” “what to do when’s,” and “if that, then this” documents that we feel expresses our DNA, our voice, and our personality.
Lisa and her team got it from the beginning. We asked for this but really wanted that. She has vast experience and used that expertise to guide, edit, and groom our guidelines to be truly us. She took our words and created Training material that spoke not only to our Brand but to build our Crew vibe. Reverb’s goal was to be Technology forward; she worked with all the software vendors to make that vision happen. Lisa and her team made what could have been a mountain to climb, a mere speedbump.
We’re happy. She’s a great partner, and we can’t wait to see what we’ve created together living in the real world. Thanks, Lisa. You Rock!
Colleague Training - Ken Greely
VP Global Support Protel
While here, Lisa has done extraordinary work in creating and developing our *customer engagement training* program. These internal development programs are critical to ensuring that we continually improve and develop how we all engage with our customers, both from a service and also from a process perspective. She has also invested much time and effort in training protel colleagues on how to prepare for and present these courses so that we can continue to run them professionally in the future.
During the second half of her tenure, she has worked to re-develop our entire *protel Academy* concept, kicking off the creation of a new training and certification process for new and existing support employees, as well as our partners. The new modules include structures for new hire (product) training, leadership training, train the trainer sessions and ongoing learning. In the last few weeks, she has piloted the first courses and handed over the reins to our new training and certification manager, Bianca.
So, on behalf of protel, and everyone who has already gone through the sessions that she has designed and trained, I'd like to say a huge *THANK YOU* to Lisa, our honorary protel colleague.
Hotel IT Systems - Nancy Wolff
Technology Strategist & former VP Global Hotel Systems, Jumeirah Group
If getting to root causes, and determining the realistic, right path forward is your goal, Lisa gets you there immediately. Her pragmatic approach to identifying and solving problems is none like I have ever seen. Her ability to bridge the gap between operations and systems is second to none. I would not implement a new system in hospitality without consulting with her first.
Pre-Opening Support - Linda Griffin
General Manager Jumeirah at Saadiyat Island Resort
Having known and worked with Lisa Zoretich over many years and roles, she was a natural resource for me to turn to as I was opening the Jumeirah at Saadiyat Island Resort in Abu Dhabi in 2018. From our initial contact she was able to identify and assist us in the determining necessary resources we would require for the opening of the hotel, supporting all areas of rooms, including reception, butler service, guest relations, bell and door services as well as housekeeping.
Her structured and methodical approach allowed her to liaise with various heads of departments and put a training and pre-opening operational plan together. Starting at the beginning she developed the team's knowledge of systems as well as guest service principles and training. As a team, they wrote the journey of the guest and developed the arrival experiences. With continuous and detailed trail runs she developed the confidence of the team for the opening and our actual guests. While all this training and roleplaying were happening the spirit of teamwork within the department grew and the energy and passion of the team were fabulous and remarked upon by visitors to the hotel after opening.
Lisa’s ability to connect with the entire team from the new colleagues whose first hotel job this was to the senior management, was evident in the outcome and the team continues to embrace the learnings and material growing from strength to strength.
Management Consulting - Colin Wolpert
CEO, The Breathe Group
The Breathe IT Group is a professional specialist Information Technology company. Our objective is to transform the way business is conducted by providing unique combinations of world-class service, strategic thinking, creativity, and technological expertise. To accomplish our goals, we utilize industry expert consultants to provide insights into best practices. Lisa Zoretich worked as an independent consultant for the Breathe Group in the compacity as our Hotel Operational expert for business processes and software development. Her expertise and hands-on operational knowledge were instrumental in delivering solutions that perfectly met and exceeded our client’s expectations. Whether it was improving the customer service levels through developing unique training courses or streamlining processes and procedures to be more efficient or cost-effective or recommending software solutions, Lisa always delivered above the contracted requirements.
We unequivocally recommend Lisa for any position or contract that she wishes to pursue. Lisa is a pleasure to work with.