Monica Or from Star Quality Hospitality Consultancy presents a Masterclass on "How to Turn around a Failing Business" - based on her model in her book "Star Quality Hospitality - The Key to a Successful Hospitality Business" - An Amazon Best Seller

1. The Key to a Successful Hospitality Business
How to Turn Around a Failing Business - Masterclass
Presented by: Monica Or

2. Monica Or MA, FIH, MCIPD
Founder of:
Star Quality Hospitality
Consultancy assisting hospitality
businesses and aspiring hospitality
managers to unlock their potential
Best Selling Author of:
“Star Quality Hospitality – The Key
to a Successful Hospitality
Business” Available on Amazon

3. Welcome to The Hospitality Industry
• Hospitality is the 4th largest industry in
the UK
• Hotels, Restaurants and Pubs make up
to 58% of the hospitality sector
• The industry is predominantly made up
of small businesses
• 45% are owner / operators of guest
houses and bed and breakfasts

4. Questions for Hoteliers and
Restaurateurs to answer….
• What made you decide you wanted to run your own
business?
• What experience do you have of working in the
hospitality industry?
• What makes your business successful?
• What are the signs that your business is failing?

5. Most common answers….
“My business is
successful when I
have people
staying”
“I had some spare
money so decided to
invest it in a hotel /
guest house /
restaurant / pub”
“I can hire people
who have worked
in the industry”
“I don’t
understand why
I am not making
a profit”
“I have never
worked in
hospitality”

6. The Key to a Successful Hospitality
Business

7. The Business of Hospitality
Answer the following:
 Why do people stay in hotels and
eat in restaurants?
 What business are you actually
operating? – describe this in less
than 7 words

8. Most common reasons hotel
businesses fail
The owner does not have a
clear identity of what business
they are running
The hotel does not have a
clear vision, mission or values
This is therefore not instilled
in everything that the
organisation does
This affects the culture of the
company
Example Vision Statement:
“To be the number one 5 star
luxury hotel in the county”
For more information refer to
Section 1 – The Business of
Hospitality in:

9. Your Mission Statement
Your mission statement is a concise
statement of business strategy which is put
together from your customer’s perspective
and fits with the vision of your business. It
should answer these three questions:
What do you do – how will you fulfil the
psychological needs of your customers?
How do you do it? – how your physical
products and service fulfil your customer
needs
Who you do it for – identify who your
customers are
Create your mission statement taking in to
account the above and the vision you have
just created
Example mission statement
“To provide outstanding
accommodation and dining facilities
for our guests. Our hotel welcomes
both business and leisure guests
and we specialise in corporate
events and weddings. We pride
ourselves on our high quality
standards and continue to delight
our customers in everything we
do”
For more information refer to
Section 1 – The Business of
Hospitality in:

10. Missionary Goals
 You should now break your mission down in to achievable goals:
Use the above table format to do this for your mission statement
For more information refer to Section 1
– The Business of Hospitality in:
Sample Mission Statement Sample Goals
To provide outstanding accommodation and
dining facilities for our guests.
 To maintain 5 star status
 To gain 1 Michelin star in the restaurant
Our hotel welcomes both business and
leisure guests and we specialise in corporate
events and weddings.
 To cater for one wedding a week
 To increase corporate bookings by 10%
We pride ourselves on our high quality
standards and continue to delight our
customers in everything we do.
 To increase repeat guest business by 10%
 To reduce staff turnover by 20%

11. Identify your Company Values
Your company values are 3-5 key
areas which you as the business
owner feel are important in order for
you to run a successful business.
Once these have been identified it is
important that whoever you employ
also has the same values so they can
share in your belief of your business
Write down what your company values
Example Company Values
“Product, People and Profit”
For more information refer to
Section 1 – The Business of
Hospitality in:

12. Building a Culture
Now that you are clear about your
vision, mission and values from this you
will start to build your company culture
as everything you do should tie in with
this.
Work out how your values will be
demonstrated through the culture you will
be building.
Example Culture built through values
5 star luxury hotel
Product – interior design, quality
furnishings, food choice
People – recruit customer focused staff
Profit – demographic of customers
attracted by the facilities provided
For more information refer to
Section 1 – The Business of
Hospitality in:

13. Match your Star Ratings to your
Products and Services
Consider the physical structure of your
establishment and how this will be utilised to
meet your guests needs through the products
you can offer them
Product + Service = Experience
Note: Just because you may not have a 5 star
rating does not mean you cannot deliver a 5 star
service
For more information refer
to Section 1 – The Business
of Hospitality in:

14. The Key to a Successful Hospitality
Business

15. Your Customers are your Lifeline
• Internal Customers
• External Customers
• ALL customers should be
treated with the same respect
and courtesy with consistent
service being delivered
throughout

16. Your Supplier Choice
• Sourcing suppliers – quality, price,
consistency, reputation
• Attend trade shows to be kept up to date
• How often do you change suppliers?
• How much do you charge your customers?
For more information
refer to Section 2 –
Customers are you lifeline
in:

17. Look after your staff
• Use your company values to recruit
• Induct them so they can understand your
business
• Train them so they are competent in their
role and to ensure consistency in your
standards
• Appraise them so they know what they are
doing well and how they can improve
• Reward them
• Recognise and celebrate success
For more information
refer to Section 2 –
Customers are you lifeline
in:

18. Surprise and Delight your Guests
Work out the following:
• A basic guest need
• A basic guest expectation
• How would you exceed that expectation?
• What else could you do to ensure you are
remembered for all the right reasons?
For more information
refer to Section 2 –
Customers are you lifeline
in:

19. The Key to a Successful Hospitality
Business

20. Measure Your Success
• Be your own guest
• Listen to your staff
• Talk to your guests
• Add some mystery
• A helping hand along the way – the best
businesses have coaches
For more information
refer to Section 3 –
Measure Your Success to
Remain Profitable in:

21. Find out more here:
Email:monica@starqualityhospitality.co.uk
Twitter: @monica__or
Website: www.starqualityhospitality.co.uk
“Star Quality Hospitality – The Key to a Successful
Hospitality Business” is an Amazon Best Seller