OPENYOURHOTEL’S WAY OF WORKING
First understand. Then stabilize. Then improve for the long term.
Up to 45 minutes · confidential and without obligations.
The Reset Method™ is OpenYourHotel’s approach to operational recovery, interim leadership, hotel openings and transitions.
The Reset Method™ is OpenYourHotel’s approach to operational improvement, interim leadership, hotel openings and transitions. It gives the client sponsor and management a shared sequence for assessment, immediate control, decisions, implementation and continuity.
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The intensity varies by assignment. The discipline of facts, accountability and measurable progress remains the same.
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THE RESET METHOD™
Understand first. Stabilise next. Improve for the long term.
The Reset Method™ gives operational change a clear sequence. We look beyond isolated incidents, address what is urgent and work with management to build an approach the hotel can sustain itself.
Up to 45 minutes · confidential and without obligation
Working harder will not repair a weak system.
Recurring friction in service, leadership or performance often has several causes. We test the facts across leadership, operations, guest experience, governance, commercial performance and the capacity to sustain improvement.
WHY THIS METHOD
WHY SEQUENCE MATTERS
Why working harder changes too little.
Recurring guest complaints, rising workloads and disappointing results may reinforce one another through unclear decisions, weak handovers and inconsistent follow-through. More initiatives can add pressure without addressing the cause.
The method establishes a deliberate sequence. We require a sufficient facts base, limit priorities to what teams can deliver and conclude change with ownership, review arrangements and handover.
THE FIVE PHASES
Do not advance without evidence.
At each phase, we agree the result required, who decides and what evidence supports the next step. Urgent issues do not wait for the full diagnosis.
DECISION GATES
From a clear understanding to independent operation.
Each phase has a distinct question, a tangible deliverable and a decision point. Its application and duration reflect the assignment. Progress is assessed against criteria agreed in advance.
01 · Reveal
What is really limiting performance?
We bring together available data, guest feedback and management conversations. Where included in the assignment, we test these against observations and conversations on the floor. This separates symptoms, causes and assumptions.
Deliverables: an assessment of facts and risks, a baseline and up to five priorities.
Decision point: the client sponsor and management have reviewed the findings and priorities. Uncertainties and information gaps are explicit.
02 · Stabilize
What needs to be brought under control now?
Urgent risks receive immediate attention. We put controls, clear responsibilities and regular follow-up in place to restore stability and protect continuity.
Deliverables: a stabilisation plan, accountable owners, deadlines and escalation arrangements.
Decision point: critical controls are demonstrably working. Residual risks have been assessed and escalated where necessary.
03 · Align
Is everyone working towards the same outcome?
We bring the client sponsor and management together around an achievable agenda. Priorities, available capacity, decision rights and measures of success are aligned.
Deliverables: a shared management agenda, clear responsibilities and scorecards.
Decision point: the outcome, accountable owner, capacity and decision authority are confirmed for each priority.
05 · Sustain
Can the organisation continue independently?
We transfer knowledge and responsibilities, then test agreed practices without daily external direction. Outstanding matters receive a named owner and a follow-up commitment.
Deliverables: a handover, a plan to sustain improvements and a review agenda for the next 30 to 90 days.
Decision point: the team can carry out the agreed practices independently. Remaining dependencies, risks and review dates are documented.
ACUTE CONTROL LAYER
04 · Activate
What changes in daily operations?
Managers and their teams implement the agreed improvements with practical support and coaching. We test new routines during daily work and adjust them where needed.
Deliverables: working practices in use, observable changes in behaviour and visible progress.
Decision point: the new approach is being used and early indicators show whether it is working. Outcome measures follow the agreed review period.
What is urgent does not wait for the diagnosis.
Risks to guests, employees, compliance, continuity, reputation and financial performance cannot wait for the diagnosis to finish. Within an implementation assignment, we arrange appropriate controls immediately. During a RESET Scan™, we identify and escalate urgent risks; implementing measures falls outside the standard Scan.
Six areas of focus. One hotel.
THE WHOLE HOTEL IN VIEW
TANGIBLE OUTPUT
Practical enough to use tomorrow.
Outputs may include a cause and risk overview, management scorecard, priorities with owners and a handover and sustainment plan. The detail follows the assignment.
A guest experiences the hotel as a whole. We therefore examine the connections between leadership, daily operations, guest experience, commercial performance, governance and decision-making, and future resilience. Not every area receives the same depth in every engagement. The question is always which connection is limiting performance and which decision will enable improvement.
We assess, for example, whether managers provide sufficient direction and feedback; whether staffing, work processes and handovers also work during busy shifts; whether guest complaints are addressed at the cause; and whether commercial opportunities, productivity and margin are connected to operational choices. It must also be clear who decides, when escalation takes place and whether knowledge and leadership can be transferred.
One logic. Different levels of support.
RESET Scan™ establishes clarity.
RESET Sprint™ combines analysis with focused delivery.
Executive RESET™ supports broader leadership and change.
The method sets the sequence; the assignment sets the scope.
PRACTICAL TOOLS
THE RIGHT DEPTH
Insight that leads to a decision.
Root cause and risk overview
01.
Connects recurring problems with underlying causes and urgent risks
02.
Records the intended outcome, accountable owner, required decision and deadline for each priority.
Brings relevant KPIs, variances and follow-up actions into a regular review cycle.
04.
03.
Priority and accountability map
Tools are selected to suit the assignment. They make it clear what needs attention, who will act and when progress will be reviewed.
Management scorecard
Handover and continuity plan
Sets out how the team will continue, which signs may indicate a setback and when corrective action is needed.
THE RIGHT APPLICATION
Built on executive experience across complex hotel operations, including Zoku, Sircle Collection, Postillion Hotels and Conscious Hotels.
Choose the appropriate depth.
The appropriate starting point follows from the urgency, scale and available leadership capacity. A standalone Scan is not always necessary; every implementation does, however, require a sufficiently substantiated fact base. The method supports different engagements, including The Operational Reset, Interim Leadership and openings or transitions.
RESET Scan™
Clear insight before choices are made.
A focused assessment when the causes, scale or appropriate response remain unclear.
You receive an assessment of facts and risks, up to five priorities and a recommendation for the next step. The Scan focuses on Reveal and does not include implementation.
RESET Sprint™
A focused breakthrough where progress has stalled.
A targeted engagement addressing one operational challenge through a maximum of three priorities. Over no more than four weeks, we connect diagnosis with clear decisions and practical implementation.
You receive an assessment of the underlying causes, actions assigned to accountable owners, agreed KPIs and deadlines, practical implementation guidance and a plan for maintaining progress over the next 30 to 90 days.
Executive RESET™
Temporary senior leadership for broader recovery.
For situations where several departments, decision-making and performance need attention at the same time.
We combine the five phases with senior leadership within the organisation. The mandate, commitment and reporting line are agreed in advance, with implementation and handover included in the assignment.
The Operational Reset applies the method to operational recovery. The same approach also supports interim leadership, openings and other transitions.
Built on more than 25 years of leadership experience across hotels, multi-property organisations, transformations and complex change.
Developed through hands-on experience in operational stabilisation, hotel openings, transitions and performance recovery under pressure.
Built on more than 25 years of leadership experience across hotels, multi-property organisations, transformations and complex change.
Choose the depth the challenge requires.
Every selected priority receives a baseline, target, owner and review point. We monitor both early signals and final results: guest complaints and service recovery; leadership decisions and follow-through; workload, overtime and absenteeism; application of standards and handovers; and revenue, payroll costs, margin and operating result.
Targets and measurement periods are established for each engagement. We assess changes in context, including occupancy and season. Financial and operational outcomes cannot be guaranteed.
MEASURABLE PROGRESS
CONDITIONS FOR SUCCESS
Clear conditions protect the result.
Establish what changes. Understand why.
A workable engagement requires one executive sponsor with decision-making authority, a clear mandate and reporting line, timely access to reliable information, available management capacity, limited priorities and consistent follow-through on decisions. OpenYourHotel leads the analysis, alignment and implementation within the agreed scope; the client safeguards the organisational conditions required to achieve actual change.
Specialist legal, fiscal, construction, technical or certified assessments remain with qualified experts. During the handover, we record who will monitor the results and when adjustments are required. Further support is agreed separately.
A CONFIDENTIAL CONVERSATION
NEXT STEP
The right engagement begins with a clear challenge.
Up to 45 minutes · confidential and without obligation
Discuss where pressure is building and the outcome required. Together, we determine whether assessment, a focused intervention or interim leadership is the right first step.
Up to 45 minutes · confidential and without obligations.