Star Quality Hospitality helps to deliver 5-star experience at the BHA Summit


At Monday’s Hospitality and Tourism Summit 2016, the BHA and ITN productions launched a new programme called ‘Welcoming the World’, that showcased some of the hospitality industry’s best hoteliers and their top tips to success.

Part of the programme, which was unveiled in front of over 500 industry leaders, saw Star Quality Hospitality featured, as the show highlighted the consultancy work carried out with its client, SoHostel, an independent hostel in London.

The film ‘Star Quality Hospitality – Helping to Deliver the 5 Star Experience’ sees the company’s founder Monica Or working with SoHostel demonstrating how she operates. Hostel manager Stuart Ball explains why Monica was brought in, and team member Johnny Swain talks about the WorldHost customer service training he has undertaken as part of the consultancy which has resulted in SoHostel becoming a WorldHost recognised business for customer service excellence.

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Or says: “I work with my clients using the model that I outline in my Amazon best selling book ‘Star Quality Hospitality – The Key to a Successful Hospitality Business’ which looks at the business structure and operations through to the customer relationship focusing on suppliers, the staff as well as the paying guest.”

With the assistance from Monica, the hostel has gone from strength to strength since opening in November 2014 with increased occupancy. Due to this they have now opened a coffee shop and are undergoing an expansion to more than doubling their bed capacity as it increases from 155 to 335 beds this summer.

The film can be viewed here:

The full programme featuring all the organisations that took part can be viewed on the British Hospitality Association’s website from the 30th June 2016.

Monica is currently working on her second book ‘Star Quality Experience – The Hotelier’s Guide to Creating Memorable Guest Journeys’ which will be published in the next few months.


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