Pre-opening and launch management,
from business plan to steady-state operations.
We work with the owners through every stage of the opening: the financial model, the organisation, the team, sales and service, with our consultants in the hotel at opening and in the months that follow.
Three moments when it is needed.
A new opening
The building is nearing completion; the team, procedures, systems and sales are still to be built.
A move up in category
From four to five stars, the service, the organisation chart and the prices all change.
A reopening
After a renovation or a change of management, the hotel starts again with new rules and a new team.
Key objectives of the mandate.
Standard & Brand Identity
Defining service delivery and operating standards in line with international benchmarks.
Talent Acquisition & Executive Onboarding
Recruiting the key people and setting the staffing plan.
Service Culture & Training
Intensive staff training to instil the luxury mindset.
Go-to-Market & Commercial Setup
IT systems (PMS, RMS), pricing strategy and agreements with distribution channels, online and offline: portals and metasearch, agencies, DMCs, wedding planners and event organisers.
Operational Readiness & Soft Opening
Running the operational simulations, so that every process is tested and ready on the day of the official opening.
An implementation plan in five phases.
The phases follow the opening calendar. Each closes with documents the owners approve before the next one starts.
- Phase 1
Feasibility Study & Financial Engineering
The hotel’s financial and operating model, with the sustainability metrics and start-up budgets behind every later decision.
- Financial feasibility study
- Business plan
- Start-up budget and operating supplies (OS&E)
- Phase 2
Operational Architecture, SOP & Governance
Once the business plan is approved, we build the hotel’s organisation and the operating rules of the property.
- SOP manuals for every department
- Organisation chart and staffing plan
- Guest experience journey and concierge
- Phase 3
Talent Acquisition, Tech Stack & Commercial Setup
Staff recruitment starts, together with the technology and commercial infrastructure.
- Selection of heads of department, line-staff recruitment and open day
- Systems set up: PMS, RMS, POS and CRM
- Distribution agreements and sales opened
- Phase 4
Luxury Mindset Academy, Dry Runs & Opening
The staff move into the property for intensive training and operational testing, with our consultants alongside them.
- Luxury Mindset Academy: intensive training in the hotel
- Operational simulations (dry runs)
- Soft opening and launch, with an evaluation report
- Phase 5
On-Site Interim Management & Operational Coaching
A dedicated operational presence in the hotel: standards, numbers, guest experience and online reputation, until the management runs on its own.
- Briefings, heads of department and the unexpected, followed daily
- Numbers and prices reviewed weekly with the owners
- Reviews, mystery checks and immediate corrections
Quoted after the first analysis.
The price depends on the size of the hotel, the phases required and the opening timeline. It starts with the free first analysis: an hour on the project, after which you receive a written proposal.
Before the first analysis.
How long before opening should we start?
It depends on where the project stands: the timing is set in the quote, after the first analysis, and we start from the phase the hotel is in.
What if the feasibility study is already done?
We start from Phase 2, Operational Architecture, SOP & Governance.
Who chooses the team?
We select it together with the owners. Hiring, contracts and spending are always approved by the owners.
Where do you work?
In Italy and Saudi Arabia, in English, Italian and Arabic.
Opening a hotel?
Tell us about the project: one hour, free, with a senior consultant.