The
Irish hospitality sector has increasingly been
challenged on its service quality and cost
efficiency as both global competition and operating
costs
increase.
Optimus
sets out to counter this traditional weakness
by focusing everyone on
the customer and
ensuring that a framework is in place to
deliver and sustain it.
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Based
on proven international approaches to hospitality
management, Optimus draws from the European Excellence
framework for management, (and through close work
and association with the EFQM) to ensure all facets
of the business are aligned and working to the
same goals, those of delivering superior customer
service and better business performance. |
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Fáilte
Ireland’s Optimus provides hotels with
an approach to managing their business, which
matches worldwide standards in hospitality with
an individual approach that reflects the character
of each business. The foundation of the Optimus
model, Service Excellence, ensures that everyone
in the organisation makes a very deliberate effort
to contributing towards a positive customer experience.
Optimus
makes sure that such a promise can be delivered
upon by providing the practical tools to make
it possible: a customer satisfaction tracking
system for example, ensures hotels are successfully
delivering what customers want – and not
what they think they want. Fáilte Ireland’s
management co-ordinators, inhouse trainers and
independent assessors ensure these objectives
are being achieved. |
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