05Service
Tourism & hospitality.
Consulting for hotels, resorts, restaurants and tourism businesses — built on hands-on experience in hotel management and quality in tourism.
Who we work with
Places worth returning to.
Our consulting covers management, operations and service standards — from front office and housekeeping to the kitchen and the service. We work with organisations where quality shows in the detail and is measured in the trust of their guests.
We work with
- ihotels
- iispa hotels
- iiiresorts
- ivrestaurants
- vhospitality groups
- vitourism companies
- viitour operators
- viiitourism-related businesses
At a glance
- Hotels
- Management and organisation, from front office to housekeeping; the hotel operations on which the quality of a stay depends; service standards, in-house standards and preparation for categorisation.
- Restaurants
- How the kitchen and the service are organised, service standards and control, staff training, and food safety under HACCP — in restaurants and in hotel kitchens.
- Quality
- Quality in hospitality is more than compliance and a certificate. It is how guests experience their stay and the service — and how consistent that experience is at every point of contact.
- The aim
- A clear organisation, consistent service and standards the team applies every day — and, where needed, readiness for categorisation, an audit or certification.
- Experience
- The work draws on Svetlana Staneva's experience as a quality manager and manager in hotels, and on her consulting work with more than 250 hotels and more than 1,000 food service establishments.
Expertise
Management & operations
- 01
Hotel management
Organisation, structure and management practice in the hotel — from front office to housekeeping.
- 02
Restaurant management
Organising the kitchen and the service, service standards and control.
- 03
Tourism management
Running a tourism business on the principles of loyalty, fairness and ethics.
- 04
Hospitality operations
The everyday processes on which the quality of a stay depends.
- 05
Facility management
Managing and maintaining the building, its equipment and its service systems.
Quality & standardisation
- 06
Quality management in tourism
Quality management systems built for the realities of hospitality and tourism.
- 07
Standardisation & qualification
In-house standards, and the qualification of the tourism product.
- 08
Tourism product quality
How guests experience the product — and how to make that experience consistent.
- 09
Categorisation
Preparing hotels and other accommodation for categorisation.
- 10
Audits
Audits of hotel and restaurant operations, of service, and of conformity with standards.
People, service & safety
- 11
Staff training & assessment
Training, in-house standards and staff assessment that turn rules into everyday practice.
- 12
Service quality
Service standards, and their review at every point of contact with the guest.
- 13
Food safety
HACCP and food-safety control in hotel kitchens and restaurants.
Development
- 14
Eco-management
Responsible management of resources, and of the property's impact on its surroundings.
- 15
Innovation
New approaches to the product, the service and the organisation.
- 16
Re-engineering
Rethinking processes when gradual improvement is no longer enough.
How the work runs
- 01
Assessment
How the hotel or restaurant works today — its organisation, everyday processes, service standards and the guest experience.
- 02
Analysis
Organisation, operations and service standards: where the guest experience is not consistent, and which processes matter most to the quality of the stay and the service.
- 03
Optimisation
Organisation and processes, in-house standards, staff training and assessment — so that rules become everyday practice.
- 04
Categorisation & certification
Where it applies: preparation for categorisation, for ISO 9001 or ISO 22000 and for HACCP. Certificates are issued by an independent certification body.
- 05
Growth
Maintaining and developing over time — training and internal control and, when gradual improvement is no longer enough, innovation, re-engineering and a hospitality and tourism strategy.
Questions
Who is hospitality consulting for?
Hotels and spa hotels, resorts, restaurants, hospitality groups, tourism companies, tour operators and tourism-related businesses. It is part of SCapital's business consulting, tailored to the demands of the sector.
What types of hotels does SCapital work with?
Hotels, spa hotels, resorts and hospitality groups. The client register includes spa hotels, boutique hotels and internationally branded hotels — mostly in connection with their categorisation — as well as a campsite.
Does SCapital work with restaurants?
Yes. The consulting covers how the kitchen and the service are organised, service standards and control, staff training and food safety. The restaurants in the client register have worked with SCapital on HACCP.
What can be improved in a hotel?
Organisation and management, from front office to housekeeping; everyday hotel operations; service standards at every point of contact with the guest; in-house standards, staff training and assessment; the management and maintenance of the building and its equipment; and the responsible use of resources.
What can be improved in a restaurant?
How the kitchen and the service are organised, service standards and how they are controlled, hygiene and food safety, and staff training — so that rules become everyday practice.
How does auditing support hotel or restaurant improvement?
An audit of hotel and restaurant operations shows how the property really works against its own standards and requirements — strengths, nonconformities and opportunities for improvement. Those findings are where improvement starts.
Can SCapital help with ISO or HACCP preparation?
Yes. A hotel or restaurant can work with ISO 9001 for the quality of its management and service, and with ISO 22000 for food safety. HACCP procedures are required of restaurants and of hotels that prepare and serve food. SCapital prepares the organisation; certificates are issued by an independent certification body.
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