Collaboration between Thomas Cook North Europe, Elite Travel Group & Elite Academy
As Elite Travel Group has been working on Elite Coaching and Elite Hospitality, one of the focuses this year was the training of hoteliers in Albania. More precisely, ETG teamed up with the Thomas Cook North Europe & Frankfurt office and worked together to train hoteliers in Saranda, Albania. The Accommodation Standard Setup project aims to help hotels improve their standards so that they are compliant with the company’s services.
This project started in September 2017. Firstly, the company conducted research visits and interviews at the hotels. Later on, there was a selection process for 22 hoteliers throughout the whole Saranda region.
This year, for two months, we have conducted the coaching process for each of these hoteliers.
First of all, the process consisted of coaching regarding management. We did training regarding hotel management procedures, staff recruiting and HR management policy, room division management, property management system usage, channel management, and complaint management. Another important part of this step was the cultural source market briefing that will lead to a better understanding of clients from different cultures coming to these hotels.
Secondly, another important part is the health & safety compliance training. It was mostly focused on housekeeping staff training, F&B staff training, and hygiene procedures. Also, for the first time in Albania, we implemented a legionella protection frame that ensures the safety of tap water in these hotels.
Thirdly, we paid attention to customer services and sales staff training, including reservation handling and front desk. This will lead to more satisfied customers which is crucial for any hotel.
The fourth improvement was regarding the financial aspect of the business. We focused on the implementation of a payment gateway, improvement of financial accounting, and also the enforcement of financial compliance.
Lastly, we also discussed marketing options and mostly focused on digital marketing. Our proposed options were content writing and multimedia content production to reach as many customers as possible both locally and internationally.
As expected, we were very satisfied with the turnout of this project. As a result, the coaching has been conducted for all 22 hoteliers in the region. The project had an impressive turnover reach of 1.3 million euros. We are positive that it will change and improve the accommodation standard setup in this region.
Stay tuned for more projects that will be conducted throughout Albania!