Consultancy


Hospitality Consultancy Services

Do you need assistance with setting up a bar or restaurant?  Or perhaps some guidance on how to improve service standards; design menus; cost menus; prepare job descriptions; set up standard operational procedures; structure effective trainings?

Food and Beverage Trainer provides a range of hospitality consultancy services within South East Asia that will improve the quality of service and service standards; company image and reputation; marketing; concept; administration and organizational structure; return on investment to hospitality owners and investors.

Consultancy services include the following:

  • Assist with Hotel and Restaurant Pre-Openings
  • Service Trainings
  • Hospitality English Training
  • Create Cocktail Menus and provide Cocktail Training
  • Menu Design & Concept
  • Food and Beverage Costing
  • Food and Beverage Administration
  • Website Layout and Content
  • Online Marketing

Experience

Since Food and Beverage Trainer was established in 2011 by Ursula Donnellan she has been assisting hotels, resorts, restaurants and colleges achieve better profits and guest satisfaction, through

  • Operational Support
  • Quality Training
  • Developing Employees
  • Delivering Service Excellence
  • Providing Service Recovery Solutions for Guest Complaints
  • Marketing
  • Mystery Guest Audits

As a hospitality professional with over 14 years of international management experience in a variety of successful hospitality businesses throughout Australia, Middle East and Asia Ursula has a diverse set of skills and knowledge to implement and improve quality service to your valued guest.

Consultancy Portfolio within South East Asia

VAVC (Vietnamese Australian Vocational College) 

  • Created and delivered the Food and Beverage Management Program.
  • Created new Food and Beverage English training materials.
  • Established new partnerships between VAVC and 5 Star Hotels to further expand on the student internship program and sponsorship.
  • Prepared college students for internship & employment interviews.
  • Organized and hosted sponsored events with the local and expat community to create awareness and build a network with industry professionals.

Emeralda Resort, Ninh Binh, Vietnam

  • Set up the Training and Development department.
  • Created and delivered Service and Hotel English Trainings.
  • Created a training database to easily monitor employees development and training needs.
  • Attended management meetings to assist with improving quality service.
  • Monitored the resorts online reviews and guest comment cards in order to focus on areas that need improvement and acknowledge the areas that are doing well.
  • Implemented a “Training of The Week Program” for department heads to deliver to their teams.
  • Implemented monthly training assignments for the department heads to deliver and meet targets.
  • Conducted guest service audits.
  • Submitted monthly reports to the Human Resources and General Manager on the employee’s training attendance & development; the trainings provided by department heads; the departments that have improved on service standards and areas that need to be improved; & service audit results.
  • Assisted Sales and Marketing with improving website design and content.

An Lam Villas Ninh Van Bay, Vietnam 

  • Monitored the CSI scores and provided training targets to each department to improve quality of service and resort maintenance.
  • Managed An Lam Villas online reputation -Trip advisor (Ranked in the top 3), booking.com, agoda etc.
  • Delivered management and supervisor training courses – Effective Communication; Email and Phone Etiquette; Chain of Command; How to Conduct Meetings Effectively; Who Moved My Cheese; The Fish Philosophy; Complaint Handling; Business English.
  • Provided 5 star service trainings to ensure that the resorts luxury standards/best practices were met and exceeded for each guest experience.
  • Conducted product knowledge trainings (Wine, Cocktails, Spirits, Coffee) to the Guest Service and Food and Beverage Departments.
  • Monitored and implemented new guest service standards for housekeeping, butlers, guest services, food and
    beverage, excursions and beach service teams.
  • Conducted guest service audits.
  • Trained and developed new managers within the rooms division department.
  • Recruited ,trained and managed the butler team; front office staff; and guest service officers.
  • Managed the butler team (10 butlers) to tailor and create a unique experience for each guest.
  • Planned and hosted guest activities & guest gathering cocktail parties.
  • Sourced and costed new tours to enhance the guest experience around Ninh Van Bay.
  • Redesigned the layout and content of the guest compendiums.
  • Implemented up selling and revenue raising incentives.
  • Implemented and maintained staff recognition, incentive programs to ensure great employee morale and retention.

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