This consultancy assists independent hospitality businesses in improving customer service and profitability. Led by Monica Or, who has over 20 years of experience in hotels and restaurants, they help businesses identify their market niche and customer base. Their services include analyzing a business's service level, internal procedures, and matching products to customers. Their goal is to provide solutions that increase revenue by retaining more existing customers through memorable experiences and competitive service.

1. Assisting Hospitality Businesses
Unlock Your Potential

2. What do we do?
As a Hospitality Consultancy we specialise in
working with the owner/mangers of independent
hotels and restaurants to produce optimal results
which increases your profitability.

3. Our Vision and Mission
To raise the profile of the hospitality
industry which will result in:
Every guest being taken on a
unique customer service journey,
where the hospitality
professionals they meet along the
way will create memorable
experiences just for them.

4. Our Founder: Monica Or MA FIH MCIPD
 Over 20 years experience in Hospitality
 Worked on cruise ships and managed 4
and 5 star hotels
 Been involved with implementation of
standards, hotel openings and
refurbishments
 Licensed WorldHost Customer Service
Trainer
 Writes for Hotel Industry Magazine
 Author of
“Star Quality Hospitality – The Key to a Successful Hospitality Business”

5. The problem is more than a make over

6. Research shows
 Small businesses fail due to the
way they operate
 There is a lack of hospitality
experience
 Customer service skills are poor
 As are Supervisory
Management skills
 Hotels and restaurants need
assistance in developing their
staff

7. Poor customer service ultimately leads to
loss of business revenue
 It generally costs 5
times more to gain a
new customer than to
keep an existing one.
 For a small operator
this can be very costly.

8. Customers have a lot of choice of where
they stay or where they eat and drink…
For your hospitality establishment to be competitive you
need to adapt and evolve as your customers’ expectations
get higher and they get more vocal on social media and
review sites…

9. The Solution is to first to identify your
market niche
 Are you running….
 a bed and breakfast
 a guest house
 a hotel
 a pub with rooms
 a fine dining restaurant
 a bistro
 a gastro pub
 a café….

10. What level of service are you
delivering?

11. How do your products match your
service level?

12. What about your internal
procedures?

13. Who really are your customers?

14. We can assist you to answer these
questions
 Monica will share with
you the experience
and knowledge she
has from working with
award winning hotels
and restaurants
 You will gain cost
effective solutions that
will result in increased
profitability

15. Some of the answers are also
revealed in her book:
“Star Quality Hospitality – The Key to a
Successful Hospitality Business”
This book will take you on a journey of discovery as:
It welcomes you into the world of hospitality
It unlocks the secrets of the business of hospitality
It explains how customers are your lifeline, focusing on
your suppliers, staff and guests
It highlights key industry trends that must be a part of
your business strategy
It shows you how to measure your business success to
remain profitable

16. To find out more…
 Sign up to our monthly
newsletter
 Get access to the book
resources
 Join our monthly
webinars
 Check out our business
packages
 Information is available
on our website

17. Need assistance now?
Email: monica@starqualityhospitality.co.uk
Unlocking Your Potential
www.starqualityhospitality.co.uk