THE SERVICES, IN PRACTICE
Support where
it makes a difference.
Explore the work behind each service. Coverage, languages, channels, deliverables and system compatibility are agreed with each property before delivery begins.
01
GUEST COMMUNICATION
Remote reception & guest support
A familiar hotel voice, from first question to departure.
KMG supports guest enquiries using your property information, service arrangements and agreed communication style. Remote assistance is coordinated with the colleagues who handle requests at the hotel.
What the service can include +
Before arrival
Provide practical information on the property, arrival arrangements, facilities and house policies through agreed voice and email channels.
During the stay
Respond to guest questions and help with supported self-check-in or digital-key workflows. Record requests and pass on those that need attendance or a management decision.
A clear handover
Define the on-site contacts, decision boundaries and escalation routes before activation, so outstanding requests have an owner.
02
RESERVATIONS
Reservation call center
Turn booking enquiries into informed reservation decisions.
Extend reservation handling with property-specific room knowledge, approved rate information and a consistent booking conversation. Support is shaped around the hotel’s PMS and booking-engine workflows.
What the service can include +
Explain the offer
Help prospective guests understand room categories, inclusions, availability, rate plans and booking conditions.
Support direct bookings
Assist with the agreed reservation process and record guest requirements in the appropriate hotel workflow.
Handle exceptions carefully
Refer special requests, policy exceptions and decisions outside the agreed remit to an authorised hotel contact.
03
HOTEL ADMINISTRATION
PMS & back-office support
Bring order to the administration behind every stay.
Connect reservation records, guest information, billing enquiries and operational handovers. Responsibilities are defined around the property’s existing systems and approved procedures.
What the service can include +
Keep records useful
Support reservation administration, guest profiles and booking-related enquiries so the team can see what is complete, outstanding or awaiting a decision.
Resolve administrative questions
Assist with guest billing, folio and invoice enquiries; refer discrepancies and approval decisions to the responsible hotel team.
Work with the system setup
Review PMS workflows and connected systems, including existing experience with Mews. Compatibility and access are confirmed for each property.
04
CONNECTED GUEST SERVICES
Digital guest journey
Convenient self-service, with a clear route to help.
Align digital touchpoints with the way the hotel operates, from arrival instructions and mobile check-in to service information and departure.
What the service can include +
Make arrival easier
Coordinate supported mobile check-in, kiosk and digital-key workflows with practical guest guidance and the hotel’s access arrangements.
Connect information and service
Structure digital guest directories and concierge touchpoints around property-specific content and clear request handovers.
Join up departure
Review automated checkout and approved payment-related workflows, with support and escalation for exceptions. Features depend on provider capabilities and integrations.
05
OPERATING STANDARDS
SOPs & service standards
Make service expectations practical and repeatable.
Develop property-specific standard operating procedures around the hotel’s positioning, facilities and team. The result is a working reference for everyday delivery and cross-department coordination.
What the service can include +
Describe the work
Set out task ownership, service steps, checklists and quality controls for the workflows in scope.
Connect departments
Clarify handovers across front office, guest services, housekeeping, maintenance and food and beverage.
Support consistent practice
Use procedures in team briefings, exception handling and quality reviews. On-site supervision and physical service remain with the hotel’s appointed teams.
06
MANAGEMENT INFORMATION
Financial reporting & budgeting
A clearer view of performance and the plan ahead.
Bring operating information, cost visibility and planning into a useful management discussion. Reporting is organised around the property’s records and the responsibilities of its finance and bookkeeping teams.
What the service can include +
Build a useful reporting view
Agree information sources, reporting responsibilities and the management review structure. Track operating performance and costs within the agreed scope.
Plan the year ahead
Support annual operating budgets and business planning by bringing revenue expectations, costs and resource needs into one discussion.
Follow up on the findings
Review performance against plan and identify areas requiring management attention. This is management reporting, with statutory audit and tax responsibilities handled separately.
07
OPERATIONAL REVIEW
Quality assurance audits
Give improvement a clear starting point.
Assess operating practices against the hotel’s intended standards, then turn observations into a prioritised improvement planner.
What the service can include +
Agree the review scope
Select the relevant disciplines, which can include operations, maintenance, finance and bookkeeping processes, human resources and food and beverage.
Find the gaps
Review procedures, quality controls and evidence of delivery to identify inconsistent practices or unclear responsibilities.
Organise the next steps
Set out observations, recommended actions and follow-up priorities. Review methods and any on-site assessment are agreed in advance; this is an operational review, not regulatory certification.
08
PURCHASING & PROJECTS
Procurement & operational support
Better-defined requirements. Better-informed decisions.
Support operating-supplies planning, provider comparisons and operational projects with a clearer view of the hotel’s requirements, options and implementation needs.
What the service can include +
Define the requirement
Document the operational need, service expectations and practical constraints with the responsible hotel team.
Compare suitable options
Review vendors, service providers and technology proposals against the property’s budget, operating fit and implementation considerations.
Coordinate decisions
Keep information and actions moving between stakeholders. Expenditure approvals, supplier commitments and contract acceptance follow the hotel’s agreed authorisation process.
09
FOOD & BEVERAGE
Food & beverage consulting
Connect the guest experience with operating discipline.
Review outlet concepts, service standards and operating performance in the context of the property and the guests it serves.
What the service can include +
Shape the proposition
Consider restaurant and outlet concepts, in-room dining and catering as part of the wider hotel experience.
Design for delivery
Develop service procedures, operating standards and cross-department handovers that the appointed team can use in practice.
Review quality and costs
Assess quality, cost-control considerations and operating performance using the available information. Daily service and on-site management stay with the hotel’s appointed team.
