As the founder of Leeds Hospitality Group, I've come to appreciate the pivotal role played by the operations team in the successful launch of a new build hotel project. During my time with Starwood Hotels & Resorts, I was fortunate to work on the team and eventually lead the team that opened over 65 new build hotel projects. From the St. Regis in Bora Bora to the W Hotel, South Beach, there were distinct and strict processes in place to ensure a successful opening. Today, I'll delve into the significance of employing robust strategies and tools, including checklists, project management software, milestone reporting, new hire training processes, and brand storytelling, in this exhilarating journey.
1. Checklists: The Backbone of Precision: Checklists serve as our compass, ensuring no detail is overlooked amidst the flurry of activities during the opening phase. From procuring permits to arranging furnishings, each task is meticulously outlined, fostering accountability, and streamlining operations. It is crucial that every operating department of the hotel follows their assigned duties within the timelines provided to ensure the leaders are ready to welcome the employees on Day One of their training. So whether it's the procurement team sourcing high-quality linens or the maintenance crew inspecting fire safety systems, checklists serve as our trusted ally in delivering excellence.
2. Project Management Software: Orchestrating Harmony In the symphony of hotel openings, project management software emerges as the conductor, harmonizing diverse tasks and stakeholders. Platforms like Asana or Zoho empower teams to collaborate seamlessly, track progress, and swiftly address bottlenecks. By centralizing communication and documentation, we cultivate a culture of transparency and agility, essential for navigating the labyrinth of deadlines and deliverables.
3. Milestone Reporting: Guiding Progress: Milestone reporting provides us with a bird's-eye view of our progress, illuminating achievements and potential roadblocks. Regular updates, whether in the form of progress meetings or digital dashboards, foster alignment and enable swift course correction. By celebrating milestones, however small, we nurture a culture of achievement, fueling team morale and propelling us towards our collective vision.
4. New Hire Training Processes: Cultivating Excellence Our greatest asset lies in our people, and investing in their growth is non-negotiable. Rigorous training programs, tailored to each department's unique requirements, equip our team members with the skills and knowledge needed to deliver unparalleled guest experiences. Whether it's imparting front desk staff with the art of hospitality or honing culinary talents in our kitchens, we sow the seeds of excellence from day one.
5. Brand Storytelling: Crafting Authentic Experiences In an increasingly competitive landscape, brand storytelling serves as our North Star,
guiding our interactions and experiences. From the design elements adorning our spaces to the culinary delights tantalizing our guests' palates, every touchpoint narrates our brand's ethos and values. By weaving narratives that resonate with our guests' aspirations and desires, we transcend mere transactions, forging lasting connections that endure beyond checkout.
In essence, the art of managing a hotel opening transcends mere logistics; it embodies a symphony of precision, passion, and purpose. By leveraging tools such as checklists, project management software, milestone reporting, new hire training processes, and brand storytelling, we orchestrate experiences that leave an indelible mark on our guests' hearts and minds.
Here's to embarking on this exhilarating journey together, one milestone at a time.
Oh, and one last item – Make It Fun. Hotel openings can be filled with stressful deadlines and activities as most have never participated in an opening, so it is all new to them. I found that keeping the mood light, interactive and fun helped to keep the team engaged and focused on the important issues at hand.
Brian Proctor is the CEO and Founder of Leeds Hospitality Group, LLC and the Host of the Gratitude Centered podcast, Tuesday’s Thanks where he interviews Senior Corporate Leaders about their journey and provides them a platform to Thank those who have helped them along the way.
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