Case Study – Hospitality

Connecting for Success!

A new resort undergoing major construction and scheduled to open in six months needed a partner to help them achieve a successful opening. Ethos’s consultative approach is to collaborate with their project consultants, Board of Directors and Senior Management to create the most appropriate concepts, designs and develop quality operations and marketing systems and procedures for their accommodation, food & beverage services and recreational products. Upon the resort’s opening, the property secured strong market confidence from the government, media, corporate and community and our services strategically established a stable foundation for sustainable performance and profitability for the client.

Several value-added services were employed during the 8 months’ engagement to more effectively meet the client’s needs:-

Tools & Templates: By designing professional templates for operations, finance and human resources forms allowed the clients to immediately implement standards and controls for effective management. The forms and checklists allowed for changes in certain sections with little time or added expense.

Guided Experiential Tour & Guest Experience: In designing the best guest journey around the recreational activities including boat ride, orchard tours, jungle trekking, etc spanning over 780 acreage of mountainous terrains, a data collection system on distances, transportation modes, attraction highlights, nature knowledge, safety factors was conducted. Results obtained were used to orientate and retrain guest-contact staff on ways to provide sales focused hospitality aimed to make guests feel individual and special.

Press & Media Kit: Professionally developed information kits with photo CD, one-on-one interviews with Board of Directors, up-to-date press room on website and familiarization tours planned in stages leading to opening.

Strategic Marketing Plan:
Strategic assessment of unique selling points, vision, mission statement, community involvement, environmental conservation programs, and other issues were conducted and a report compiled to guide management’s actions.
Product Concepts: Food and beverage dining concepts are designed to blend perfectly and seamlessly with the natural beauty and serenity of the rainforest landscape to give guests a most unique dining experience. Menu selections capitalized on the freshest produce that could be obtained directly from the farms.

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