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”
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….
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