OPTIMUS AWARD WINNERS, 22nd FEBRUARY, 2011
OPTIMUS SERVICE EXCELLENCE AWARD RECIPIENTS (9)
“The Optimus process has strengthened and consolidated our existing systems allowing for an enhanced and transparent service excellence culture at The Burlington Hotel.”
John Clifton, General Manager, Burlington Hotel
“Participating in Optimus has helped us to improve communication between all departments and increase guest awareness to improve our customer care and standards within the hotel. Our team are much happier now which has led to better bottom line profits.”
Aaron Mansworth, General Manager, Cork International Airport Hotel
“Optimus continues to challenge us to strive towards excellence and continually looking at ways in which we deliver to our customers”
Niamh Murphy, General Manager, Crowne Plaza Dundalk
“Ely’s participation in the Optimus programme has probably been one of the best decisions ever made by our company. So far there has been a plethora of benefits, with one of the main ones being a great improvement in staff approach, not only towards the customers, but towards fellow staff members also. It reminded us to focus on our customers even more closely than before, and it enabled us to gain a better perspective on how everything operates. The end result is a far more motivated team and an increase in repeat business, as well as consistent customer satisfaction. We hope that Optimus continues to guide ely in its mission to achieve over and above its potential, and look forward to ely and Optimus paving the way to the next levels of service excellence.”
Erik & Michelle Robson, Owners, ely chq bar & brasserie and ely wine bar
“The Optimus programme provides clear standards and guidelines to work to. It takes time to implement the programme and start living it on a daily basis. The programme has grown from strength to strength and is now an integral part of the management operations of Farmleigh. Having an assessment on the running of the property every year gives us benchmarks to work toward which allow us to continually improve the quality of service we are offering to our visitors and colleagues.”
Sharon Doyle, Optimus Coordinator, Farmleigh
“Our Optimus Service Excellence Award has certainly moved mountains for Hotel Doolin in its strive for excellence at a time where competitive advantage is key in the hospitality Industry.”
Deirdre Keating, Optimus Coordinator, Hotel Doolin
“Optimus has become the way we do business on a day to day basis. Being recognised for our commitment to offering exceptional customer service is giving us great sense of achievement and satisfaction.”
Daragh O’Neill, General Manager, Stillorgan Park Hotel
“Enabled us to be proactive rather than reactive, be more competitive in the current market with many new innovative ideas led by our team.”
Colin Ahern, General Manager, The Kilkenny Ormonde Hotel
OPTIMUS MARK OF BEST PRACTICE RECIPIENTS (4)
“The Optimus Mark of Best Practice Award which has been achieved by the Armada Hotel, has had a very positive impact for our customers and also for the management and staff here at the hotel. It provided us with a structured framework to help us improve our business processes and as a result the programme has helped us focus on delivering measurable results. Communication within the hotel has been greatly enhanced and we believe this programme has strongly encouraged team building and cross department communication, which has resulted in better work practices and increased customer and staff satisfaction. I believe it is important that in the current climate, that we constantly strive to be the best that we can be and here at the Armada, the Optimus Mark of Best Practice programme is now firmly embedded in the hotel and we will continue to work hard to improve on already successful framework that is now in place.”
Pam Burke, Optimus Co-ordinator, The Armada Hotel
“Over the past 12-36 months all businesses in Ireland have experienced a real downturn in turnover and an increasing level of expenditure. Through the Optimus programme we have managed to massively reduce our expenditure by streamlining all aspects of the business model and using the Optimus Template.”
Paul Gill, General Manager, The Claregalway Hotel
“Best Practice has provided our team with the knowhow and tools to improve efficiency, boost productivity and reduce costs, without sacrificing customer satisfaction. In fact the new measures introduced have actually worked to enhance the customer experience and the quality of our service.”
Michelle Moloney, General Manager, The Maritime Hotel
“Optimus has enhanced the strategic planning and measuring of our business on a daily basis pin pointing continuous improvement and areas to be addressed.”
Peter White, General Manager, Whites of Wexford
OPTIMUS BUSINESS EXCELLENCE AWARD RECIPIENTS (1)
“During our 40 years in business Fitzpatrick's have always strived for excellence through our great team to ensure our continued success. Being part of Fáilte Ireland's Optimus Programme gave us this recognition and a journey which has seen us continually improve our facilities, services and customer care. Guests recognise and expect excellence even more so in these times of great choice and through this programme we treat our customers as Kings and Queens!.”
Nicky Logue, General Manager, Fitzpatrick Castle Hotel
RECOGNISED FOR EXCELLENCE LEVEL 4 EFQM (1)
“Participating in the Optimus Programme has greatly enhanced and improved our business especially during the economic downturn where you need your business to run efficiently to survive. It is a programme that has greatly benefited all aspects of our business, taught us how to deal with and embrace change and lead and motivate our team to greater successes whilst continuously improving on our product.”
Dan Conroy, General Manager, Galway Bay Hotel
RECOGNISED FOR EXCELLENCE LEVEL 5 EFQM (1)
“Clontarf Castle Hotel are exceptionally proud to be involved with Optimus, EFQM. As a hotel we have benefited greatly. It has enabled us to become more systems and guest focused and it also assisted us in developing our team innovations which has enabled us to maintain our competitive advantage..”
Mark Long, General Manager, Clontarf Castle Hotel
Optimus Award Winners, 1st July 2010
OPTIMUS SERVICE EXCELLENCE AWARD RECIPIENTS
“The Optimus Service Excellence Award has assured our level of customer service and communication with our guests has improved and that communication within departments has changed, ensuring that all employees have full understanding and knowledge of our guests’ and colleagues’ requirements. We find Optimus an excellent tool to work with helping in our daily work practices.”
Jerry Healy, General Manager, Carrigaline Court Hotel, Co. Cork.
“Having attained Optimus/EFQM Level 4 in Clontarf Castle Hotel it has been a great achievement for the Crowne Plaza Dublin Blanchardstown to achieve the Optimus Service Excellence Award for the second time particularly as the hotel is only 18 months old.”
Pius Furlong, General Manager, Crowne Plaza Dublin Blanchardstown, Dublin 15.
“The Optimus Service Excellence programme has brought many positive changes to the Menlo Park Hotel. It is heartening to hear staff say they really feel their view is important and that they are listened to. The programme has enabled us to ensure our guest experience is supreme. The excellent reviews we receive reflect the fact we now have a greater understanding of our guests. Achieving this award is a result of everyone’s commitment and hard work in the hotel and we are delighted to receive the award once again.”
Elaine Brennan, General Manager, Menlo Park Hotel & Conference Centre, Galway.
“Excellent programme and a great training tool for staff who don’t have previous industry experience. Optimus Service Excellence puts good structures in place which greatly assist the running of the operation.”
Monica Chawke, Optimus Coordinator, Mespil Hotel, Dublin 4 and Sligo Park Hotel, Sligo.
“The Optimus Service Excellence programme has truly focused us as a team on our customer service through all our feedback mechanisms, whereby we act upon all comments to improve our service continuously.”
Tina Swanton, Optimus Coordinator, Mount Wolseley Hotel, Spa & Country Club, Tullow, Co. Carlow.
“In these challenging times it is vital that, as a business, our team continue to focus on providing excellent customer care and continuously improve our system and procedures to meet our customer needs. The Optimus Service Excellence rogramme provides us with a framework and independent assessment to ensure we best achieve this goal.”
Breda Keane, General Manager, Oriel House Hotel, Ballincollig, Co. Cork.
“The Optimus Service Excellence programme provides the hotel with a recognised and structured system for ensuring that the customer is continually our focus and priority on a day to day basis. It is this system, along with our dedicated staff, that allows us to provide every guest who stays in the hotel with an experience that exceeds their expectations.”
Irene O’Callaghan, Sales & Marketing Manager, Quality Hotel & Leisure Club, Clonakilty, Co. Cork.
“Three years on, The Slieve Russell Hotel, Golf & Country Club continues to reap the rewards of the Optimus Service Excellence programme. The structured framework of the programme assists us in consistently surpassing our customers’ expectations, resulting in increased repeat business for the Hotel whilst maintaining high levels of employee satisfaction.”
Breda Kenny, Service Excellence Team Leader, Slieve Russell Hotel, Golf & Country Club, Ballyconnell, Co. Cavan.
OPTIMUS MARK OF BEST PRACTICE RECIPIENT
“The Optimus Mark of Best Practice award provides recognition to the hardworking staff and management at the Lake Hotel. It helps us run the Hotel in an efficient manner, and also provides a guarantee of consistently high standards to our guests.”
Sarah Mannix, Best Practice Coordinator, Lake Hotel, Killarney, Co. Kerry.
OPTIMUS BUSINESS EXCELLENCE AWARD RECIPIENTS
“The Optimus Business Excellence programme is an extraordinary programme that takes a 360 degree look at the business. We managed to restructure the whole company and we are focused now on continuous improvement as a result of successfully completing it. The programme helps us to deliver 100% on the promises we give to our customers, our staff and our suppliers. Our employees are focused on our vision and mission. I cannot emphasise enough how much it means to us and we now look at the business differently but we have managed to keep our ethos and philosophy at the same time. There is more team unity and morale is at its highest ever. I would highly recommend it.”
Rory Concannon, Delphi Mountain Resort, Leenane, Co. Galway.
"The achievement of the Optimus Business Excellence Award is one of a number of great results The Dualway Group has experienced since adopting the Optimus model of excellence tool in mid-2009. The potential of Dualway's management team and staff has grown ten- fold since first embarking on the Optimus Business Excellence journey - we are more united, more dynamic and more innovative - serving us well at a time when the Irish tourism industry faces its greatest challenges."
David McConn, Director, The Dualway Group, Rathcoole, Co. Dublin |
