Hi! I'm Michelle,

CEO of Optimum Operating Procedures and Services, better known as OOPS.

I am passionate about the "customer experience" and the "potential in multi generational teams" in the hospitality industry.

Hospitality venues that thrive are the ones that create unforgettable customer experiences that turn their guests into advocates and keep them coming back time and time again.

My suite of training and leadership programs have been developed over the past three decades, and are designed to ignite the potential in your team so that every interaction with your guests is a memorable moment - A VIP Experience.

Hi! I'm Michelle.

The hospitality venues that thrive are the ones that create unforgettable customer experiences that turn their guests into advocates and keep them coming back time and time again.

My suite of training and leadership programs has been developed over the past three decades, igniting the potential in your team, so that every interaction with your guests as they walk through your venue is a memorable moment - A VIP Experience.

In navigating today's fast-moving hospitality industry; ignorance is something you can't afford. Your guests have higher expectations than ever before, so in learning to draw and keep twenty-first century guests you need to know how they see and engage in your venue.

If you are not in the business of listening to them you may not be in business for long.

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Firmly committed to positive organisational culture and customer service excellence, Michelle has developed and delivered an effective and intuitive range of customised training programs.

In an environment where the creation of a culture focussed on the pursuit of excellence is central to your operation, it is incumbent to invest in training and development.

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An accredited International Certified Speaking Professional, Michelle is a speaker who presents her researched content in an engaging and storytelling manner that has her audiences in Australia and Globally leaving with "Aha" moments and action plans.

Her key passion pertains to service delivery and the expectations of the 21st century customer.

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Establishing my training and research company Optimum Operating Procedures and Services, better known as O.O.P.S. in 1994 my key focus and passion pertains to service delivery and the expectations of the twenty-first century customer through mapping the journey of today's customer. I believe no matter the industry, service is the key point of difference in creating the human connection. Today's customer is more connected, competitive, optimistic and relentless in their pursuit of value, driving the changes in how businesses (even large corporations) deliver their product or service.

An author of two books, weekly podcast, proprietary research software developer, leadership development and training courses with a client base that spans over two decades in the Hospitality industry, Certified Speaking Professional and an advocate for women in business, I love what I do, who I work with developing their potential, uniting teams and growing businesses.

With over two decades of measuring and analysing my clients and their competitors, my presentations are content rich with real case studies delivered with passion and authenticity ensuring that my audiences from across the Registered Club and Casino industry, Hospitality, NGO's, SME’s and Professional Services sectors walk away feeling inspired, educated and equipped to deliver outstanding service experiences!

VENUE IMPROVEMENT JOURNEY

Where Are You Now?

Market Research and Data Gathering

Establishing an understanding of current performance and positioning in the Industry is an important element when pursuing an aspirational journey.

Customised Mystery Shopping Reports
Facilitated Workshops - Tiering, Guests, Members, Team
Online Forums
Targeted Surveys
Benchmarking
Trends Analysis
Competitor Audits / Positioning Maps

Where Do You Want To Be and How Do We Get There?

Customer Service Excellence

Understanding and pursuit of this capstone quality and its multi dimensional / multi attribute is critical to achieving the organisational vision and personnel development and advancement.

Understanding the expectation
Mapping the Journey
Creating the experience
Implications for organisational culture and recruitment
Focussed training and development
Optimising multi generational customer and team expectations

Team and Personnel Development

Ensuring the team and individual is entrenched in the organisational culture and optimises personal development opportunities is both a responsibility and a gateway to career advancement.