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 has been developed over the past three decades, igniting 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. 

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 In navigating today's fast-moving hospitality industry; ignorance is something you can't afford. Things have changed: your guests have higher expectations than ever before, and 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 the positive organisational culture and customer service excellence, Michelle has both developed and delivered in the development and delivery 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 story telling 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.

  • DISC Behavioural Profiling
  • Building a team (not just filling positions)
  • Personal values / drivers / aspirations
  • Understanding / optimising multi generational dynamics
  • "Buddy to Boss" transition
  • Beyond the organisation

Download your Free

Three Ways to Connect and Build A Unified Team  E-Book

With unity brings power.  A powerful team led by a strong leader whose actions and behaviours model the values of the business, becomes a workplace of choice.

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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! 

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This podcast is for those in the Hospitality industry, creating an unforgettable guest experience that will ignite the potential in their team and turn their guests into advocates. It is designed to share and celebrate all the amazing people and opportunities in the hospitality industry.

Interviews with leaders and subject matter experts sharing their experiences, insights, industry trends, and advice for those seeking a career in hospitality.

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AS SEEN & HEARD ON

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Get some tips from us 

 

DON'T GIVE YOUR CUSTOMERS A REASON NOT TO BUY FROM YOU

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Employee Acknowledgement: Why It's important and how to show it

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