Raising the Productivity of Firms in Tourism and Hospitality through Operating Model Excellence

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Hourly Schedule

Day 1

7:15 - 7:45
Arrival & registration. Trends in tourism and hospitality and the need for raising productivity
7:45 - 9:00
The operating model and challenges of managing performance for excellence
9:00 - 9:45
PRACTICAL SESSION: Identifying your company’s operating model performance goals and current measurement
9:45 - 10:00
Coffee break
10:00 - 11:00
Setting operational priorities in tourism and hospitality
11:00 - 12:30
PRACTICAL SESSION: Company operational priorities and measurement
12:30 - 13:30
Lunch Break
13:30 - 14:45
Identifying customer expectations in tourism and hospitality and implications for the operating model
14:45 - 15:00
Coffee Break
15:00 - 16:15
Benchmarking customer expectations with the firms’ actual delivery

Day 2

7:15 - 8:45
Review of the previous day. PRACTICAL SESSION: Assess service delivery gaps – areas of over servicing customers and areas of underservicing customers and create ideas of how to improve productivity.
8:45 - 9:45
Developing standards and KPIs for departments in tourism and hospitality industries
9:45 - 10:00
Coffee break
10:00 - 12:15
PRACTICAL SESSION: Identifying departmental KPIs and levels of ownership
12:15 - 13:15
Lunch Break
13:15 - 14:45
Aligning staff with operational objectives through the appraisal system & Creating the right culture. Practical Session: Identify KPIs to include in the appraisal in tourism and hospitality
14:45 - 15:00
Coffee Break
15:00 - 16:15
Managing performance at operations in tourism and hospitality industries, Managing data quality & Initiating an improvement project of the operating model