HOSPITALITY ... IT'S AN EXPERIENCE, NOT JUST AN INDUSTRY

Hi! I'm Michelle,

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

Are you ready to join me on a journey of transformation and success? 

Backed by three decades of experience, we can work together to unlock the full potential of your multigenerational team, elevate your organisation to new heights and welcome in a new era of leadership and service excellence.

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Hi! I'm Michelle.

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

 Are you ready to join me on a journey of transformation and success? 

Backed by three decades of experience, we can work together to unlock the full potential of your team, elevate your organisation to new heights and welcome in a new era of hospitality leadership and excellence.

 

Free Download

Generations Unite

With Baby Boomers, Generation X, Generation Y, and Generation Z all working together, it is essential for hospitality leaders to understand the unique characteristics and preferences of each generation to get the best from them. This eBook outlines 5 strategies for effectively leading a multigenerational team and creating a positive and inclusive work environment.

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In the dynamic and ever-evolving landscape of the modern workplace, Michelle stands at the forefront with her groundbreaking presentation, "Talking Turkey - Building Bridges Between Generations." This isn't just another presentation; it's a transformative journey that equips the audience with the wisdom and tools necessary to navigate the complexities of a multigenerational workforce. 
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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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Establishing Optimum Operating Procedures and Services in 1994, my key focus and passion pertains to service delivery and the expectations of the twenty-first century. My commitment to elevating the standards of service has propelled my company to become a trusted partner for businesses in the hospitality sector. 
With a track record of training and empowering frontline team members, I have witnessed firsthand the transformative impact of investing in the skills and talents of those on the frontline. 
But my dedication goes beyond the frontline; I am equally devoted to nurturing the leaders of tomorrow. Recognising the pivotal role strong leadership plays in shaping a thriving organisation, I developed Middle Management Movement - a suite of comprehensive leadership programs designed to empower individuals to reach their fullest potential.
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Extended DISC

As an accredited Trainer and Assessor in DISC over the past 15 years I have enjoyed imparting the learnings from the Behavioural Profiling Assessments with individuals and teams.  Whether it is looking at Leadership, Sales, 360' Feedback or choosing the right Candidate, this is a very important tool that assists organisations in building teams, leadership and a positive organisational culture. 

Interested in DISC? Call Now
 

Proud Corporate Partner

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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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2024 Australian Achiever Awards - Highly Recommended

We are so honoured to announce that we have been recognised with a 'Highly Recommended' in the category of Consultancy, Training & Employment Services in the CSIA Australian Service Excellence Awards. 

If you're looking for a training and market research company that is committed to customer service excellence, let's have a chat.

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 You 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
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Establishing Optimum Operating Procedures and Services in 1994, my key focus and passion pertains to service delivery and the expectations of the twenty-first century. My commitment to elevating the standards of service has propelled my company to become a trusted partner for businesses in the hospitality sector. 
With a track record of training and empowering frontline team members, I have witnessed firsthand the transformative impact of investing in the skills and talents of those on the frontline. 
But my dedication goes beyond the frontline; I am equally devoted to nurturing the leaders of tomorrow. Recognising the pivotal role strong leadership plays in shaping a thriving organisation, I developed Middle Management Movement - a suite of comprehensive leadership programs designed to empower individuals to reach their fullest potential.

AS SEEN & HEARD

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