Gear Your Hospitality Business to the Next Level of Growth

It's Personal

ZOGO Hospitality Consulting has dedicated their careers to improving operational efficiency and enriching the guest experience through documentation, training, system design and implementation. It is our pleasure to share our extensive knowledge and elevate your hotel or business to the next level of service.

Our Commitment

Here at ZOGO Hospitality Consulting, we want every client to feel welcomed and cared for with personalized service that meets your unique requirements. Our experience and love of the industry shine through in every detail. We offer our clients truly exceptional solutions by applying extensive knowledge of industry best practices and deliver the desired guest experience and market-driven demands to fit your strategic and tactical goals.

Mission Statement

To utilize industry knowledge and expertise to elevate service levels beyond expectations whilst ensuring operations are managed with cost-effective efficiency.

About

ZOGO Hospitality Consulting Inc. was established in 2018, following Lisa Zoretich’s successful hospitality career spanning over 30 years. Lisa’s background is diverse with specialization in Hotel Operations, Preopening, Training, Hotel Software Development and Implementation with a focus on restructuring and reframing business needs and process flows. Lisa had the opportunity to be part of the Hilton International Front Office Development team gaining worldwide experience in Rooms operations and culminating in the development, training, and implementation of a new CRS in 179 hotels in 54 countries. She has worked with independent hotel software companies developing their software to support hotel operational requirements and to further expand her knowledge, additionally, she managed the data and reservation operations for Kiwi Collection an OTA. Most recently Lisa was privileged to work with the luxury group, Jumeirah Hotels and Resorts as Group Director of Rooms where she was responsible for developing and the implementation of brand SOPs and document depository, the Rooms training college, PCI and GDPR implementation and the Hotel Pre-Opening plans. ZOGO Hospitality Consulting will bring to your hotel or business the combination of in-depth, hands-on Operational Knowledge and expertise in System development to improve operational efficiency with a focus on exceeding your guests’ expectations for service.

Services

Development of Standard Operation Procedures for Hotels and Businesses (new brand creation, standardization of existing brands)

Whether your business is an independent hotel, franchise, management company, hotel chain or hospitality related business, it is essential that the Operational Standards are agreed and documented. We will work with your team on identifying the guest/customer journey and capture the requirements to ensure the guest/customer experience meets and exceeds their expectations. We will develop Standard Operating Procedures, Checklists and Step by Steps to ensure legal and fiscal compliancy, operational efficiency and elevated service. Depending on your requirements we will collaborate with your team to create a document taxonomy and depository for management and search functionality.

Development of Training Material for Hotel Rooms Operations

Standard Operation Procedures are simply paper without the supporting Training Material. Our team at ZOGO are experts in understanding customer service and operational training. Our unique blend of classroom and hands-on customer/guest service training, combined with system training (why you do it, how you do it) will ensure that your departments operate to standards agreed. If you are planning to move to eLearning platform our team have extensive experience working with eLearning companies to develop the scripts, assist with filming logistics and post production activities. For new openings we will create a bespoke simulation training to ensure your team are ready on opening day.

Hotel Operational Reviews and Audits (Mystery Shopping)

The ZOGO team can assist you with impartial operational reviews or conduct mystery shops to give you an insider view of your operations and service level standards. For Operational reviews we will check-in and spend 5 or more days with each department (AM, PM and Night Shifts) reviewing the operational and service standards. For Mystery Shops the ZOGO team member will check in as a regular guest and experience your hotel(s) focusing on the areas identified by the management team. Both Operational Reviews and Mystery Shopping will be concluded with a discussion with management and a detailed report.

Hotel Software Development and User Acceptance Testing (PMS, CRS, Task Management, Interfaces)

For hotels or brands planning to change or upgrade their existing PMS system, the ZOGO team can assist with RFP (Request for Proposal) process and evaluating systems in relation to your business and operational requirements. With expertise in identifying functionality gaps and designing system requirements in PMS, CRS, Task Management, Apps and Chat systems we can elevate your new system to meet your unique requirements. We will work with your team on creating functional requirements, user acceptance testing, project management and implementation to ensure your new system meets your operational expectations.

Development of Pre-Opening Plans for Hotels

To successfully open a hotel whether it is a small boutique hotel or a large corporate hotel or resort, it is essential to have a detailed Pre-Opening Plan to provide an overview of the entire project. To be successful each department requires a structured action plan to organize tasks and keep track of what is ahead or behind plan. The ZOGO Hospitality Consulting team will work with each of your departments to capture and organize preopening tasks, additionally depending on the project scope we will work with your Intranet provider to provide you with the appropriate tool to manage the project(s).

Pre-Opening Training and Support for Rooms

Looking for Pre-Opening experts to assist your team with preopening training and opening support. The ZOGO team will ensure that your preopening plan is followed, your new colleagues are trained and ready to go on opening day and provide support in operating systems, guest service and daily operations.

Other Specialized Services

Customer Relationship Management, Strategic Business Management, Team Leadership & Collaboration
Business Process Re-Engineering, Project Management, Hotel Openings and Takeovers, Master Schedule Management.

Endorsements

Hotel Operations - Doris Greif

Hotel Asset Manager and Member of the Board of Trustees Dussmann 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.

She 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 made what could have be 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.