This holistic exercise reviews key operating departments such as hotel, casino, food & beverage, finance, human resources, and information technology and identifies opportunities for revenue enhancement and cost reduction. By examining the impact of changes in each area on all other key departments, changes are implemented effectively without sacrificing customer service, integrity or quality in the other operating areas. Immediate economic returns combined with strategic positioning offers our clients' essential advantages in today's competitive landscape and challenging market.
Having an operations review conducted by an objective third party eliminates politics and prejudices and provides unbiased recommendations for our clients. The review considers a number of factors such as departmental organizational structures and staffing, departmental spend, marketing programs, culture, communication, business models and forecasting, customer service, and corporate goals. The exercise is equally beneficial for single properties and multiple property portfolios.
Creating the right organizational structure can be complicated by legacy organizations, bureaucracy, and years of unchecked growth. While every casino resort often requires the same functionality, each is unique and needs a customized organizational structure that will support current operations and allow for future growth.
WhiteSand's background working with organizations of all sizes allows us to provide our clients with actionable recommendations to address important issues such as:
- Organizational Structures
- Staffing & Salary Levels
- Job Requirements
- Regulatory Compliance
- Efficiency Analyses
- Internal Controls
WhiteSand has a dedicated team that specializes in the creation and operation of successful hotel resort properties. Our experience includes opening new casino resorts and expansions, as well as operational reviews for existing hotels. We take an end-to-end approach to the hotel operation, analyzing the guest experience from when they book their room until after they leave the property. We also review how the hotel operates within the property in order to maximize the potential revenues for the entire enterprise. WhiteSand provides a full range of hotel and resort advisory services as well as management relationships.
WhiteSand has experience in conceptualizing, developing, and repositioning food and beverage outlets ranging from high-end, five-star dining operations, to quick-service concepts. Our services include concept development, menu analysis and menu makeover, operational reviews, service standards and service culture development, facilities design, food and beverage systems, selection and implementation, and overall project management.
In the past twenty years, spas have gone from an extremely rare amenity found only in exclusive properties to staple operations that today's casinos, hotels and resorts would not think to do without. Providing an appropriate spa experience which appeals to the property’s target customer while also ensuring a profitable revenue center for the property can be challenging. WhiteSand provides assistance to both new and existing spa operations.
In the case of new spa projects, WhiteSand will help develop the spa's concept. This would include working with the property and designers to develop the design aesthetic and theme of the operation, selecting the services and treatments to be offered in the spa, and developing the spa service experience guests will encounter during their visit.
For existing spa operations, WhiteSand offers multiple services. We typically start with an operational review of the spa department, auditing the services offered. This involves looking at customer satisfaction levels, service standards, employee performance, and the revenues created by the operation as well as the expenses incurred by it.
The operational review often leads to other efforts including repositioning the spa, altering the menu of services, marketing the operation more effectively (both within the overall property as well as off-property), retraining or restaffing certain positions, or resizing the operation.
WhiteSand offers services designed to help customers assess, design, and implement effective revenue management strategies that directly benefit the bottom line while providing better knowledge of customer segmentation and price tolerance, more accurate forecasting, and effective third party distribution. Our services include revenue management assessments to determine the effectiveness of current revenue management policies where we review demand forecasting, inventory controls, user interaction with RM systems, price elasticity modeling, decision-design regarding pricing, discounting and overbooking, cross-channel sales practice, and discounts and promotions.
Customer service is one of the most important aspects of the guest experience. Providing consistent services levels across all customer touch points is impossible without realistic and measureable standards. These standards vary depending on a number of factors, but consistency and the ability to cater to the property's target customer is essential. WhiteSand's experience working with a diverse set of organizations around the world has provided us with a wealth of practical knowledge regarding appropriate service levels. We have the ability to evaluate a property's success both quantitatively and qualitatively via our measurement programs. Key aspects of the process include:
- Identifying Customer Touch Points
- Establishing Appropriate Service Levels>
- Developing Realistic Customer Service Standards
- Incorporating Measurement Criteria into the Review Process>
- Secret Shopper Programs
- Training Programs
WhiteSand has the knowledge and experience to assist our clients in the creation of comprehensive marketing plans that will provide a solid operating framework for the organization’s activities. Our unique experience in both consulting and operations allows us to provide our clients with a unique perspective as we guide them through the planning process including, but not limited to:
- Market Research
- Customer Segmentation
- Company and Business Unit Objectives & Strategies
- Financial Budget Analysis
- Program Development
- Campaign Development & Analysis
- e - Marketing
- Direct Marketing
- Social Media
Creating and maintaining customer loyalty programs can be a challenging, resource intensive process that requires a unique set of skills and experience. WhiteSand has the background and experience to guide clients through the entire process including:
- Tiers Level Strategy
- Corresponding Privileges & Rewards
- Technology Requirements
- Staffing Requirements
- Implementation & Transition Plan
- Reinvestment Levels & Profitability Analysis
- Launch & Re-Launch Strategies