In my extensive journey within the hospitality industry, particularly during the critical pre-opening phases of several hotels/resort, I’ve encountered a recurring statement from General Managers (GMs) to their executive committee (Excom) members: “That’s why we are here—to solve the problems.” However, I firmly disagree with this perspective. The root of the issue lies in the proactive engagement of experienced hospitality consultants from the project’s inception. Let us explore how the presence of consultants can eliminate problems before they arise, transforming the pre-opening experience.

Embracing Proactive Excellence Over Reactive Problem-Solving
Pre-opening is a period of immense excitement, where every detail must come together seamlessly to craft a remarkable guest experience. The traditional approach often relies on the GM and the executive committee to reactively address challenges as they emerge. However, there is a more strategic and efficient path forward.

1. Consulting Expertise: A Preventative Approach
Hospitality consultants bring a wealth of experience and industry insights to the table. Engaging them from the very beginning means you are proactively identifying design-related problems and intricacies that could potentially impact the guest experience. This early intervention allows the pre-opening team to strategize and implement solutions long before they have the chance to become significant issues.

2. Building Design Excellence
Design forms the bedrock of every outstanding hotel or resort. Instead of expecting the GM and the executive committee to tackle design-related challenges, consultants collaborate closely with architects and interior designers. Together, they ensure that the project’s blueprints align perfectly with the intended guest experience, leaving no room for design-related issues to emerge later.

3. Efficient Operations from Day One
Smooth front-of-house operations are essential for guest satisfaction. Hospitality consultants optimize layouts and functionality to enhance operational efficiency. This approach minimizes the workload and stress placed on the pre-opening team, as well as the need for extensive troubleshooting once the hotel is operational.

4. Cost-Effective Solutions
Proactive collaboration with consultants isn’t just about delivering an exceptional guest experience; it’s also about making sound financial decisions. Identifying and addressing design flaws early in the project can lead to significant cost savings. This allows owners and developers to allocate resources more strategically, eliminating the need for costly modifications post-construction.

5. A Collaborative Environment
Hospitality consultants foster a collaborative environment where architects, designers, and the pre-opening team work together seamlessly. This ensures that everyone shares the same vision and objectives, which ultimately results in a more cohesive and successful pre-opening experience.

In conclusion, the notion that the GM and the executive committee are solely responsible for solving problems in pre-opening is outdated. The key to a seamless and problem-free pre-opening phase lies in the proactive engagement of experienced hospitality consultants. By embracing their expertise from the project’s inception, you eliminate the need for reactive troubleshooting and set the stage for a pre-opening experience that is not just successful but truly exceptional. In essence, the statement, “That’s why we are here—to solve the problems,” becomes obsolete when you have the foresight to engage hospitality consultants who prevent problems from arising in the first place.