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CREATIVE SOLUTIONS FOR THE HOSPITALITY INDUSTRY
“Big Solutions for the Small and Independent Hopitality Entrepreneur”
Boutique Hotel – B&B – Resort – Hotel - Restaurant – Banquet Venue – Bar - Club
emiliovargas@hotelconsult.org www.hotelconsult.org 1

CREATIVESOLUTIONSFORTHEHOSPITALITYINDUSTRY
Hospitality Industry Background
Traditional providers…
 Large, international hotel chains have their own
systems, support, logistics, supplier network.
 Furthermore, they have strong human resources
development and quality control processes, to
constantly improve their operation.
 They defeat competition and achieve success thru
support within their own organization – their size
and worldwide scope allows them to do it.
 However, within the hospitality industry, there is
much more than international chains………
 One of the fastest-growing sectors in the
world’s economy today is travel and tourism.
 It is the engine that drives the many-faceted
hospitality business.

The small and independent Hospitality operation
The Strenghts of The Small…
 The independent, Micro, Small to Mid Size
properties represent the largest number of
units built in the entire world!.
 The crew - staff, managers and owners – at the small hotel, quickly learns
“multitasking”; they can and will do many things for the Guest at same time!
 The small hotel is Flexible, by definition. Easily adjust – taking different
approaches - to met economy changes, market shifts, guests preferences.
 The small hotel, in many instances is managed by owners, there is no “red
tape” no corporate politics ; decisions are made quick…
 The small hotel can deliver “one to one” personalized Service; owners and
managers are always present and will do micromarketing!
 The small hotel often create networks of strategic partners able to meet the
needs of their clients, quickly!
 The small hotel – with proper use of technology – will put up a big show,
follow-up guest requests and service measurement, with little overhead!
 All together combined, they are the
largest investment in the Central- South
America and Caribbean regions.
 African Hospitality projects – small to mid size – are growing in the same direction…..

GREAT, ONLY STRENGHTS NO…

THE RISK:
Owners and Managers of small properties are new to the Industry….
 It is called “Industry without chimneys”; At
HotelConsult we call it : “The Industry that exports
experiences – smiles, memories - and happiness”
 Entrepreneurs must be careful ; large amounts of
money are invested; wrong decisions will be costly!
 This new owners, and their managers, and the
entire staff may need Coaching and Training!
 Many properties are owned and managed by
entrepreneurs new to the industry without
proper experience to manage their operations.
 In many instances, they will discover, at a very
costly rate, the intricacies and peculiarities of the
Service. Yes, there is a cost factor in the learning!
 Service is the intangible “element”, the essence
in the realm of the Hospitality industry.
 The Objective – for the large or small Hospitality
operation is always the same PROFITABILITY.
 The vehicles to get there are always the same
SERVICE and PRODUCT!
80% OF YOUR
UNHAPPY
CLIENTS WILL
NOT COMPLAIN;
SIMPLY, THEY
WILL NOT
RETURN TO YOUR
HOTEL!

HotelConsult Inception
 This risky scenario, full of untested perceptions, poses
a great risk for failing… There is a constant need for
advice; 24/7 you need help, guidance, support.
 That was the opportunity we found in 1999 when the
HotelConsult services were launched in the Latin
America and Caribbean regions.
 We decided to provide integral consulting services
and assembled a Team of Consultants – with solid
international experience, ready to help!
 Emilio Vargas, HotelConsult President, participates
with input and supervision in every project.
 Hence, our mission, vision and values are perfectly
aligned with the well being, success and Profitability
of the Small & independent Hospitality.
The micro, small and mid size operations,
that is the niche we serve!

We Serve
our
Clients
in 6
Key Result
Areas
Owner’s
Advisor
New
Projects
Quality
Assurance
Human
Resources
Food &
Beverage
Property
Management

ADVISORY SERVICES
Owner’s
Advisor
* Permanent service: we help owner and Board of Directors
* Occassional service: over text, telephone, email or field visit

ADVISORY SERVICES
Owner’s
Advisor
Advisor has a
permanent
seat at Board
of Directors
Owner calls
and presents a
request for
Advice
• 1st. option: questions over text, telephone, email:
• You contact us with your doubt or need an opinion.
• Quick, Simple, no contracts, no commitments.
• Immediate resolution to your questions.
• Pricing based on time of consultation.
• Visit «Store»:
• 2nd. option: Full Report after visiting:
• You call, we visit your place to learn your needs.
• A quotation is submitted, you approve it and our
Report will include all answers!
• 3rd. option: Board of Directors visit:
• Each month we join your BOD meeting or Family
Council.
• We evaluate your needs and present immediate
suggestions for all your operational problems!

NEW PROJECTS
New
Projects
• CONCEPT DEVELOPMENT
• PRE-OPENING
• OPENING

NEW PROJECTS: CONCEPT DEVELOPMENT
Location
Market Segment
Brand Decision
Feasibility Studies*
Marketing Plan
Business Plan
New
Projects:
Concept
development
* Owner to hire local professional

NEW PROJECTS: PRE-OPENING
Design assessment Construction supervison
FF&E Specifications Receiving equipment
Installing equipment Testing equipment
New
Projects:
Pre-opening

NEW PROJECTS: OPENING
Policies
Standards
Tasks,
Manuals
Receiving
Building
Permits,
Licenses
Recruiting,
Hiring
Training
Staff
Soft Opening
Grand
Opening
New
Projects:
Opening

QUALITY ASSURANCE
Quality
Assurance
• QUALITY ASSURANCE SYSTEM
• QUALITY AUDITS
• MYSTERY SHOPPER VISITS

QUALITY ASSURANCE: SYSTEM
Gather information: visiting company, interview
“As is” Report: current Systems, Processes, SOP’s
To document Processes
To develop Suggestions for Changes
To develop Tasks for each position
To develop needed Formats
To develop Quality Manual
Quality
Assurance:
System

QUALITY ASSURANCE: QUALITY AUDITS
Reservation/Sales
Evaluation
Measuring Tool - Format
development
Guest Survey/interview Staff Survey/interview
Face of the House
inspection: parking lot,
entrance, front desk,
lobby, halways, rooms,
restaurant, bar, banquet
Heart of the House
inspection: reservation
office, kitchen, storage,
accounting, marketing,
HR, Maintenance shop
Quality
Assurance:
Quality
Audits

QUALITY ASSURANCE: MYSTERY SHOPPER VISIT
Measuring Tool
Format
development
Experience
Reservations
Experience
Rooms
Experience F&B
Experience Other
Services
Quality
Assurance:
Mystery
Shopper Visit

HUMAN RESOURCES
Human
Resources
• HUMAN RESOURCES DEPARTMENT
• HUMAN RESOURCES DEVELOPMENT

HUMAN RESOURCES: DEPARTMENT SET UP
International Talent Bank: MD, GM, DOM, DOC, F&B, etc
Assessment – types of positions needed and quantity
Position Profile, Job Descriptions
Policies, Standards
Tasks breakdown for each position: Who? When? How?
Employees Induction Manual – duties, responsibilities
Training Manual ea. Position, Perpetual Training Calendar
Performance Appraisal Form
Human
Resources:
Department
set-up

HUMAN RESOURCES: DEVELOPMENT
Training:
Circles of Learning
Coaching:
“let's walk together”
method
Training:
Workshops, Seminars,
Conferences
Operations Troubleshooting:
In-house Creativity Solutions
Human
Resources:
Development

FOOD AND BEVERAGE
Food and
Beverage
* CONCEPT DEVELOPMENT: SERVICE AND PRODUCT
* FURNITURE, FIXTURES, EQUIPMENT (FF&E) OPERATING SUPPLIES (OS)
* COST CONTROLS AND PRODUCTION TOOLS

F&B: CONCEPT DEVELOPMENT SERVICE AND PRODUCT
Service Style
Production and Cooking Methods
Interior Decorating
Food and
Beverage

F&B: (FF&E) AND (OS)
Operation Supplies
Specifications
Furniture, Fixtures,
Equipment Specifications
Management Sistems,
Software
Food and
Beverage

F&B: RECIPES, COST CONTROLS AND PRODUCTION TOOLS
Recipe
development and
Costing
Raw materials,
Standard Portion
sizes, Purveyors
Prep Area,
Forecasting,
Production Sheet,
Quotation,
Purchase Order,
Receiving,
Storing, Issuing
Menu
Engineering:
Popularity,
Profitability
Menu Design,
Specials, Themed
Parties
Food and
Beverage

MANAGEMENT
Management
* MANAGEMENT AND FRANCHISE CONTRACTS

MANAGEMENT:
Search and Select International Flag Brand
Develop your own Independent Brand
Negotiate Management Contract
Franchise Contract
Management

Owner’s
Advisor
New
Projects
Quality
Assurance
Human
Resources
Food &
Beverage
Property
Management

Management Advisory Services, Quality Control, Coaching, Training,
Food and beverage for independent hotels, clubs and restaurants
Pre-opening Opening Remodel Kitchen design QA audits – service and product Executives Coaching
for owners new-to-the-industry Conferences Seminars Workshops Marketing Plans
HotelConsult
Big Solutions for the “Small and Independent”
Hospitality & Restaurant Entrepreneur
Honduras: (504) 9957-8605 USA: (786) 292 3141
emiliovargas@hotelconsult.org www.hotelconsult.org
Skype: emilio.vargas.hotelier Twitter: @hotelconsult
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emiliovargas@hotelconsult.orgwww.hotelconsult.org

"you can't improve what you don't
measure“
W. Edwards Deming
"you can't manage what you don't
measure“
29

THANK YOU
FOR YOUR TIME!
HotelConsult
Big Solutions for the “Small and Independent”
Hospitality & Restaurant Entrepreneur
We help you to:
Plan. Resolve. Implement. Measure. Win!
Contact:
Emilio VARGAS
Honduras: (504) 9957 - 8605
USA: (786) 292 3141
Twitter: @hotelconsult
Skype: emilio.vargas.hotelier
emiliovargas@hotelconsult.org
www.hotelconsult.org
30

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