Implementing the hub OS solution in hotels globally is a detailed process that combines preparation, communication, and hands-on training. Here’s an engaging look at a typical day in the life of a hub OS consultant, ensuring our hotel clients achieve maximum efficiency and satisfaction.
Before the Journey starts: Preparation is Key
System Preparation:
We can customize 100% the hotel structure in hub OS. Create and configure the hotel in the partner area, covering building, PMS integration, activation of the modules and features, and configuration settings.
Client Communication:
Before traveling we are doing an online kickoff with the HoD to explain the implementation plan and inform them about required resources.
On-Site with the Client: Making the Right Impression
First Impressions Matter:
Upon arrival, we meet the GM and explaining the purpose of our visit and the implementation plan.
Training Sessions: Engaging and Educating the Team
Setting Up:
Arriving 15 minutes early to the training room to ensure all equipment is working properly and the test database is ready, internet connection, communication with the mobile app, and projector or equipment needs.
Conducting Training:
Training sessions typically last about an hour and are tailored for different teams: operations, supervisors, and administration.
We adapt our language and approach to each group.
Maintain a positive and engaging demeanor it’s crucial, answering questions, providing examples, and demonstrating system functionality.
Balance the pace of training to ensure clarity without losing the participants’ focus.
Handling Resistance:
We need to be prepared for resistance to change. Listen to concerns, understand their perspectives, and demonstrate the benefits of the hub OS system.
Address common objections with empathy and practical solutions, the most common objection is “I’m not tech-savvy enough for this”, but at the end of the day they realize that it’s easier than they might think.
Our goal is to ensure the hotel staff feels confident using hub OS, understanding its benefits, and integrating it smoothly into their daily routines.
Come back home:
Implementing a new system is always a challenge, but with thorough preparation, clear communication, and a positive attitude, it becomes a rewarding experience for both the consultant and the client.
We are passionate about helping staff improve their operations and make their lives easier. We are changing the way we do things and that is very enriching.
A special thanks to Artur Carneiro, who provided important insights for this article while he and his team member and friend Jordi Guerrero were on the road, implementing hub OS in other hotels around the world for both the implementer and the client.