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DRIVE LONG
TERM GROWTH

GROW YOUR
TEAM

DRIVE LONG
TERM GROWTH

GROW YOUR
SERVICE EXPERIENCE

BIG ANNOUNCEMENT

My podcast – Middle Management Movement launched in May, 2018.  

For all those in the hospitality industry in leadership positions or those aspiring to be leaders, this podcast is for you.  Each Tuesday I will be interviewing leaders in the industry sharing their stories, challenges, tips and where they see the industry in the coming decade.  Click here to listen.

The VIP Journey

In 1994 I established my company Optimum Operating Procedures & Services, better known as “OOPS” working with a variety of industries and specialising in the Registered Club Industry.    My team of 60+ employees and I are known as “Retention Specialists”; providing Retention Strategies and Leadership training to ensure an unparalleled VIP experience in our clients venues.

After decades in the field of Customer Service research, I believe I know a great deal about the 21st century customer and their expectations, and have a passion for making sure that venues like yours can exceed those expectations and become outstanding.

Bringing me into your venue and setting Non-Negotiable Standards will see improvement in customer service, team performance, leadership development and growth in the bottom line,  I invite you and your entire organisation into a process of creating a venue that values people and their experiences from the ground up. The engagement of your team and guests is critical if you want impressive results.

Together we can design and deliver a program that encapsulates the essence of the “Service Experience” whether I deliver a Leadership Team Development program, run training workshops for your front-line team members, speak at your next staff meeting or present at your Annual event.

With your expertise, systems and aspirations combined with my expertise we structure strategies for improved Service Skills, capitalising on strengths in the business and improving on any opportunities.