Kirsten Lang

Service Quality & Commercial Review
Conducting audits of commercial processes and service delivery including recommendations for optimization for more profit, efficiency and more satisfied guests

Technology implementation
Consulting, implementing and onboarding of complete hospitality tech stacks (PMS, RMS, CRM, Channel Manager etc.) in a human-centered way, with the guest journey as the starting point for all process development

Guest Journey Design
Development of desired guest/customer experiences with a focus on optimal team behavior, working atmosphere and leadership

Project & pre-opening management
Support from concept implementation to full operational readiness

Performance management structure
Strategy Workshop: Translating company goals into measurable operational and commercial team objectives.

Results-oriented working methods (incl. communication rituals and success measurements)

Employee engagement
Create processes for recruiting, onboarding, developing and retaining team members
Training/coaching on employee communication

(job interviews, appraisal interviews, development meetings, team meetings)

Change management / project management
Supporting hotel teams through change processes (system implementations, new openings, takeovers, strategy transitions)
Executive/team coaching (on-the-job)

Culture & core values
Define desired core values and performance standards for guest experiences and translate them into organizational culture and working methods

Training & Onboarding Programs Create hands-on training materials and on-site training on system implementation, guest service, upselling and leadership skills, Develop onboarding programs for new team members

Revenue Optimization Review & Recommendations
Review of all existing RM processes and strategies
Development of sound commercial strategies to improve top-line revenue to bottom-line profit conversion

Preparation of operations & processes for an RMS implementation
Implementation of a revenue culture
Revision of market segmentation and pricing products
Evaluation of current operational and commercial processes
Implementation roadmap
Support with configuration and system setup
Team training (incl. train-the-trainer)

Price strategy optimization
Review of room types and price products to increase profits

Creation of a demand calendar and a pricing strategy tool for hotel rooms, conference packages and F&B