Everlasting Experiences

During January 2019 Elite Travel Group conducted research visits and interviews with the hotels. Next, there was a selection process where 9 hotels in the Durres region were chosen. The coaching was focused on four main aspects: management, health & safety, customer services, and finances.

Firstly, regarding management, there was training regarding hotel management procedures, staff recruiting and HR management policy, room division management, property management system usage, channel management, and complaint management. Another important part of this step was the cultural source market briefing to better understand customers from different cultures.

Secondly, regarding health & safety, the main focus was to train the housekeeping staff, F&B staff, and also update hygiene procedures.

Thirdly, regarding customer services, there was a training for the sales staff, including reservation handling and front desk. This will lead to more satisfied customers which is crucial for any hotel.

Lastly, there were improvements regarding the financial aspect of the business. We focused on the implementation of a payment gateway, improvement of financial accounting, and also the enforcement of financial compliance.