Operations Advisory
The Customer Experience is Everything
“Without strategy, execution is aimless. Without execution, strategy is useless.”
— Morris Chang
Improving Guest Experience
The guest experience is at the heart of your business and is key critical to driving a culture of smart business strategies that deliver on the promise of exceptional guest service and operational excellence. Driving operational excellence saves you time, money, unnecessary team member turnover and most importantly, guest satisfaction and improved on-line reviews. These are bottom line issues that when addressed will help you increase performance and improve your property value.
We see the guest experience as a holistic process that integrates revenue management, sales and marketing and the added value services within your guest service operations. Every touchpoint of the guest experience is an opportunity to deliver an exceptional seamless experience.
We know that engaged team members, exceptional products and positive online reviews have a direct impact on revenue, and we can help you develop a culture to support higher revenues and increased efficiencies of service.
Operations Services
Operations Audit
Contact Center Audit
Guest Experience Audit & Optimization
Developing Guest Loyalty/Recognition Programs
Process Re-engineering
SWOT Analysis
P&L Review and Optimization
Cost Control Audits
Transforming teams and culture
At Dragonfly we have witnessed how operations policies, culture, and team directly impact profitability. Optimizing Revenue is a Team Sport. We offer comprehensive operations analysis, trainings, and best practices to optimize operations to be focused on positive customer experiences that lead to increased revenues.
We’ve helped transform challenging teams into top revenue producers. We see the guest experience as central to profitability with positive reviews and repeat customers. This is done through a comprehensive approach including several touchpoints of guest services and operations including Pre-Opening, Service, Hotel and Resort Operations, Group Sales, Catering, and Conference Services
Comprehensive Operational Excellence Evaluation and Services Overview
Pre-Opening Services
Proforma including bottom line evaluation
Aspirational guest journey mapping
Tech stack selection
Install of all systems required during pre-opening and opening
Staffing assessments, planning and job description creation
Mentoring and Incentive program creation
Service Evaluation
Service integration optimization
Guest experience journey mapping
Defining your value proposition
Communicating your value proposition
Guest service training
Reservation sales training
Contact center service training
Hotel and Resort Operations
• Change management
• Venue food and beverage pricing evaluations and strategy
• System search, selection, and implementations including procurement system, POS, PMS, accounting system, guest experience management & communication, RMS, CRS, CRM, SCS plus more
• Loss prevention evaluations
• Departmental SOP development
• Operation Audits: Food and Beverage, Housekeeping, Front Office, Parking, Concierge Services, Spa, Golf, Retail, Recreation and Cultural Attractions.
• Tapping operational creativity
• Process and resource engineering
• Contact center creation & optimization
• Comprehensive and customized contact center training
• Talent, process, and technology assessments
Group Sales, Catering, and Conference Services
• Catering, banquets, ancillary revenue evaluations and strategy
• Evaluation of catering tools and processes
• Evaluation of group meeting tools and offerings
• Meeting planner surveys
• Event profitability
• Comprehensive group sales audits & systems
• Sales group valuation process
• Sales and revenue team integrations
• Comprehensive and customized sales training
• Ongoing administrative management of sales and catering systems