MANAGEMENT SYSTEMS

Each business organization has its own internal rules. These rules are of the utmost importance in the field of Accommodation/Hospitality. From answering the phones to greeting the guests, everything is done in accordance with certain rules. The purpose here is that the service standards must not differ from one employee to another.

SERVUS Areas of Expertise

• Providing leadership in configuration of the present policies and processes,
• Reviewing and making proposals on the present reporting framework.,
• Reviewing and making proposals on the present communication channels, criteria and guidelines.
• Reviewing and developing the present motivational programmes and personnel evaluation practices in accordance with the needs,
• Cooperating with the non-administrative departments on building a detailed control scheme which contains all the work of all the non-administrative departments.
• Examining the present practices containing the directives involving all the administrative and non-administrative departments and all the functions of these departments; preparing proposals for deficiencies and areas in need of improvement, providing counsel to eliminate these deficiencies and to build a structure for implementation throughout the duration of the contract.
• Providing consultancy to the hotel management concerning the preparation of the job definitions for each employee, including all the positions, and on the implementation of these definitions throughout the duration of the contract.
  
• Providing consultancy to the hotel management in relation to the establishment of the processes concerning mainly the sales, permanent customer satisfaction and the fiscal performance.
• Supporting the establishment of the guest satisfaction and complaint programmes.
• For the Management Group
• Total Quality Management
• Trainer's Training

Management Systems Programme Definition and Responsibilities:

1. Business Policies, Corporate Philosophy, Establishing the Vision and the Mission

2. Creating Brand Standards

3. Creating Organizational Charts for the Headquarters and the Hotels

4. Preparing the Job Descriptions and Job Requirements
      a. For all departments and positions,

5. Preparing the Procedures, Job Instructions, Presentation Standards, Tools, Check Lists and Forms
      a. Applicable for all units
            i. Communication applications
            ii. Product (rooms and food-beverage)

1. Example: Establishing the same presentation standards in each bar
      a. Example: Preparing three cocktails in different bars with different personnel
      b. Example: Using the same glasses
      c. Example: Pictured descriptions and standards

2. Example: Using the same communication methods for all personnel
      a. Example: Greeting the guests before receiving
      b. Example: Presale

3. Example: Turndown service in all suits
      b. Easy to keep track and train
      c. Flexible about application (documented and approved changes)

6. Preparing the Processes about the Procedures

7. Training before Implementation
      a. Quality Training for the Key Personnel
      b. Application Training for all Personnel by the Committee Members Accompanied by Servus

8. Research and Inspection of the System
      a. Internal Audits
      b. Mystery Shopper Inspections
      c. External Audits

9. Eliminating the defects in light of the inspection results