Minor Hotel's - Operations

Amir Golbarg
Senior VP Operations - Middle East & Africa

Ira Malik
Group Director of Spa - Middle East

Caroline Hardman
Group Director of Operational Excellence and Avani Brand Ambassador

Gilles Bonaventure
Director of Operational Excellence

Jirachai Sethisakko
Director of Beverage and Wine Guru

Sandie Johannessen
Group Director of Spa and Wellness - ASIA

Laura Clavero
Director Guest Experience Delivery

Instructions:

To begin your session, please click on the activity tab on your left hand side and progressively move to the next one. Please note, the tab will change colour when you have gone through all the required materials and can move on to the next one.

Operations

TOOLS & RESOURCES

Strategy, tactics & KPIs
ReviewPro
Guest request & incident management
OE leaders
Brand standards
MH Flow & Sharepoint
MIP & best practice sharing
Pre-opening & InnTempo

Pre-Arrival

PRE-ARRIVAL

Pre-Arrival communication

Guest preferences

Pre-Arrival report

Online check-in

ARRIVAL

eNgage

Guest messaging

In-stay survey

Brand differentiation

Arrival/Check-in

In-Stay Experiences

IN-STAY

Concepts & Experiences

Supply chain & Sustainability

Food Safety Management

Developing F&B talent

Managing Trip Advisor listings

Food & Beverage

Spa & Wellness

POST-STAY

Post-Stay survey

Online reviews

Competitive benchmarks

Case management

Root cause & resolution

Post-Stay