rooms division

Housekeeping training

Our housekeeping training is very practical and hands on and involves educating staff members on maintaining a clean, organized, and welcoming environment for guests. This training covers a range of topics, including cleaning techniques, room preparation, guest interaction, and safety protocols. It emphasizes attention to detail, efficient time management, and customer satisfaction. Training may also cover proper use of cleaning equipment, handling guest requests, and ensuring compliance with hygiene standards. Overall, the goal is to ensure that the lodge's premises are well-maintained and guests enjoy a comfortable and enjoyable stay.

Procedures & checklists

Cleaning a lodge room thoroughly requires a systematic approach to ensure all areas are covered and cleanliness standards are met. Without procedures and checklist it is impossible to ensure a clean and welcoming environment for your guests. We customize procedures and check lists to match the skillset of your employees and strive to keep it as easy to use as possible.

Reporting

Reporting in the rooms division of a hotel / lodge refers to the process of collecting, analyzing, and presenting relevant information related to the hotel's guest accommodations and related services. Reporting in the rooms division involves compiling data from different departments within this division and generating insights that help in decision-making and improving operational efficiency. 

• Performance Evaluation

• Resource Management

• Guest Satisfaction

• Forecasting and Planning

• Quality Control 

• Decision-Making

• Communication and Collaboration

• Compliance and Accountability

Stock control & issuing

Stock control is a critical component of efficient operations within the rooms division of a hospitality establishment. It impacts guest satisfaction, operational efficiency, budget management, and overall success of the business. 

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Reservations workflow & communications

Enhancing the reservations workflow and communication in your establishment requires a combination of technology, streamlined processes, and a guest-centric approach. By implementing these enhancements, your business  can create a more convenient, engaging, and memorable experience for your guests, not to mention improved wellbeing and performance of your team.

Reservations training

Broadely outlined, our reservations training program includes the following topics, however customized plans are created for specific areas which needs improvement as determined in the Mystery Guest Program:

1. Introduction

2. Reservations agent skills

3. Understanding the Reservation Process

4. Reservation Procedures

5. Types of Guests

6. Managing Special Requests

7. Dealing with Overbooking

8. Handling Guest Inquiries and Complaints

9. Understanding Revenue Management

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Reception training

Receptionists need to be very well trained to do their work excellently and deliver the best service, in an ever growing industry. Being well presented and groomed; body language, communication; workflow and efficiency are all topics we adress in the group training session. As always: we investigate, interview and compile action plans and sollutions to improve their performance, which in turn improves your revenue.

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SOP implementation

Standard Operating Procedures outline the specific protocols and guidelines that staff members need to follow when carrying out various tasks related to guest accommodations and services. The rooms division typically includes departments such as Front Office, Housekeeping, Reservations, and sometimes a Concierge. SOPs are crucial for maintaining consistency in service quality, ensuring guest satisfaction, and adhering to operational standards. They are should be regularly updated and enforced to reflect changes in your business policies, industry standards, and guest expectations. We compile and implement SOPs, based on your establishment's needs.