You need to standardise before you optimise a process; a standardised check-in/out process will improve consistency and maximise opportunities to delight the customer. Work with your reception team-members to establish the optimal process and set this as a new standard.


Tuesday, 21st February 2023

Timing: By Webinar online 10am to 1pm ( limited to 35 pax)


Who Should Attend:

Front Office Managers, Operations managers, Reception staff, Night Managers, Duty Managers, Guest Relations Managers.


Course includes:

What is Continuous Improvement (CI)?

Why apply CI in your department?

Understanding Customer Value

Overview of LSS Tools & Problem Solving Methods

How to select & Manage your CI Project

Common inefficient processes in Front Office

Top 5 CI opportunities for Front Office

How to sustain the improvements


What you will learn:

By the end of the course you will learn to use the root cause analysis tool to interrogate whe reasons why your administrative workload is so high and then reduce it with no negative impact.



Tom Mc Dermott

In a career spanning 35 years Tom noticed that routine tasks conducted daily in hospitality businesses can include 30% – 50% inefficiency!

Very few hospitality businesses use proven methodologies such as LEAN and Six Sigma to reduce waste and develop more consistent and efficient processes so this creates a clear opportunity.

Tom began his career straight from school at Dublin College of Catering, Cathal Brugha Street in 1987. Since then, Tom has worked internationally for Starwood, Cunard, Radisson and subsequently Hilton where he led their innovative “Operational Excellence” continuous improvement programme across Europe, Middle East & Africa.

Tom believes a hospitality business that embraces a continuous improvement mind-set creates a lighter, more collaborative, and productive workload for team-members, higher levels of satisfaction for guests, and more value for owners.



Members: €65 pp

Non-Members: €80 pp