Are you opening a hotel, resort, game lodge, guest house, or restaurant? Pre-opening is the most critical stage for your business. This stage can either make or break your brand.
We at Sam Hospitality Academy, have experts that worked in the hospitality industry for many years. This experience enables us to help you plan, organize, and conduct proper pre-opening training activities and staff readiness. Our team has 60+ years' experience in the hospitality industry.
Our pre-opening consulting and training draws from the other training elements, combining them as needed to achieve your goal of a thoroughly trained opening team of employees and managers. We understand that each brand is unique, hence we work with you to tailor training to your specific needs, standards, and style.
At Sam Hospitality, our Hotel Pre-opening and Operational Review services are specifically tailored to the needs of the Hotel Owner, where our goals are exactly aligned with the Owner. This means we have a common target in terms of standards, revenue, and most importantly, in terms of costs.
We do not impose any fixed cage, inflexible brand standards, inappropriate operation procedures or costly investment requirements.
We work shoulder to shoulder with the Owner to maximize the value of the Investment or asset by applying, flexible tailored services, flexible remuneration structures, adaptable working approaches, and adaptable operation standards.
We refer to our Hotel Pre-opening and Operations Services as “Owner Representation”, whereby our support is given at every point of operation or construction both for internal departments (front office, HR, housekeeping etc) and for external service providers (sale and marketing, branding firms, franchise companies, etc).
Our pre-opening training and consulting is a 7 step process:
Functionality and facilities review
Branding & Service Concept
Hospitality Operation Forms & Tailored Amenities
Organizational Chart, Staff Training, and Positioning
Tailored Standard Operating Procedures (SOPs)
The Pre-Opening Period
The “Health Check” Stage
We will review and comments on the following aspects from the operation stand point related to the current design and construction:
Hotel operation functionality
Room interior functionality
Front office functionality
Inspection report with full indication of weakness
Suggestions to remedy detected blind spots
Hotel, Resort, Game Lodge,e or Restaurant Pre-opening Services
The Branding Stage
Positioning and branding identity (operation standpoint)
Guest service and experience
Competitor offering analysis
Room category offering and up sale options
Extra services (car transportation, butlers, etc)
Brand standards manual
Proposed extra services list
Room inventory list
Guest feedback forms
Branded forms (e.g. laundry cards or check out forms)
Non branded forms (e.g. purchase order)
The Organization Chart and Staff Positioning Service
Suggestions on the ideal organization chart and staff positioning
Suggestions for seasonality and replacements
List of job descriptions
Multifunctional staff (tailored for the project)
Staff interaction and reporting procedures
GM consideration, interview, and hiring support (if requested)
Extra services andon-call staff, training programs
Organization charts and reports
Based on the Owner’s goals and financial targets we will tailor the following SOP:
Food & Beverage
Staff Training Manuals
Sam Hospitality will work closely with you and the GM for preparing the pre-opening of your establishment.
Pre-opening check list
Full staff training
Sale and marketing support (including OTAs)
Opening simulation (training)
Supplier contracts (for example car rental)
Monitoring daily operations to ensure smooth management
Periodic supervision on the implementation of the operational upgrade based on the Owner’s instructions.
A biweekly review and monthly inspection of the property over a period of 6 months is suggested.
Our pre-opening training varies from one establishment to the other, depending on size, formation, style, and other factors. It can be as short as 1 week and as long as 1 month. Duration for pre-opening training for a big hotel or resort will not be the same as that of a game lodge or restaurant.
We propose the following stages for new hotels, lodges and resorts:
To identify all pre-opening training requirements to ensure nothing is overlooked.
To plan and organize pre-opening training to maximize the use of employees' paid hours before opening and ensure no time is wasted trying to figure out "What do we do next?"
To ensure all staff is fully prepared to offer excellent service to your guests from opening day.
To ensure that the establishment is fully ready to receive guests and offer excellent service
Using the necessary elements from our training services - Standards of Performance (SOP) manuals, Foundations, Practices, Promises, Instructor-led Development Program, and Strategic Planning Session, we will create a bespoke plan for your property opening. This may include the following:
Develop pre-opening training plans for each department.
Map all activities into a logical time sequence based on start dates.
Guest service sessions
On-the-job skills training
Hotel emergency procedures
Uniform fittings and photographs
Staff meal schedules
Department simulations or "role plays"
Identify space and supplies needed to conduct all training.