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

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

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

Available Participants: 28
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Hourly Schedule

Day 1 (16-06-21)

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 (17-06-21)

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