Hi! I'm Michelle,

CEO of Optimum Operating Procedures and Services, better known as OOPS.

Are you ready to join me on a journey of transformation and success? 

Backed by three decades of experience, we can work together to unlock the full potential of your team, elevate your organisation to new heights and welcome in a new era of hospitality leadership and excellence.

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Hi! I'm Michelle.

CEO of Optimum Operating Procedures and Services, better known as OOPS.

 Are you ready to join me on a journey of transformation and success? 

Backed by three decades of experience, we can work together to unlock the full potential of your team, elevate your organisation to new heights and welcome in a new era of hospitality leadership and excellence.

 

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In navigating today's fast-moving hospitality industry; ignorance is something you can't afford. Your guests have higher expectations than ever before, so in learning to draw and keep twenty-first century guests you need to know how they see and engage in your venue. 
If you are not in the business of listening to them you may not be in business for long.

 

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Firmly committed to positive organisational culture and customer service excellence, Michelle has developed and delivered an effective and intuitive range of customised training programs. 
In an environment where the creation of a culture focussed on the pursuit of excellence is central to your operation, it is incumbent to invest in training and development.

 

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An accredited International Certified Speaking Professional, Michelle is a speaker who presents her researched content in an engaging and storytelling manner that has her audiences in Australia and Globally leaving with "Aha" moments and action plans.
Her key passion pertains to service delivery and the expectations of the 21st century customer. 

 

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Establishing Optimum Operating Procedures and Services in 1994, my key focus and passion pertains to service delivery and the expectations of the twenty-first century. My commitment to elevating the standards of service has propelled my company to become a trusted partner for businesses in the hospitality sector. 
With a track record of training and empowering frontline team members, I have witnessed firsthand the transformative impact of investing in the skills and talents of those on the frontline. 
But my dedication goes beyond the frontline; I am equally devoted to nurturing the leaders of tomorrow. Recognising the pivotal role strong leadership plays in shaping a thriving organisation, I developed Middle Management Movement - a suite of comprehensive leadership programs designed to empower individuals to reach their fullest potential.
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Proud Corporate Partner

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VENUE IMPROVEMENT JOURNEY

Where Are You Now?

Market Research and Data Gathering

Establishing an understanding of current performance and positioning in the Industry is an important element when pursuing an aspirational journey.

  • Customised Mystery Shopping Reports    
  • Facilitated Workshops - Tiering, Guests, Members, Team 
  • Online Forums
  • Targeted Surveys 
  • Benchmarking
  • Trends Analysis
  • Competitor Audits / Positioning Maps

 

Where Do You Want To Be and How Do You Get There?

Customer Service Excellence

Understanding and pursuit of this capstone quality and its multi dimensional / multi attribute is critical to achieving the organisational vision and personnel development and advancement.

  • Understanding the expectation
  • Mapping the Journey
  • Creating the experience
  • Implications for organisational culture and recruitment
  • Focussed training and development
  • Optimising multi generational customer and team expectations

Team and Personnel Development

Ensuring the team and individual is entrenched in the organisational culture and optimises personal development opportunities is both a responsibility and a gateway to career advancement.

  • DISC Behavioural Profiling
  • Building a team (not just filling positions)
  • Personal values / drivers / aspirations
  • Understanding / optimising multi generational dynamics
  • "Buddy to Boss" transition
  • Beyond the organisation
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Establishing Optimum Operating Procedures and Services in 1994, my key focus and passion pertains to service delivery and the expectations of the twenty-first century. My commitment to elevating the standards of service has propelled my company to become a trusted partner for businesses in the hospitality sector. 
With a track record of training and empowering frontline team members, I have witnessed firsthand the transformative impact of investing in the skills and talents of those on the frontline. 
But my dedication goes beyond the frontline; I am equally devoted to nurturing the leaders of tomorrow. Recognising the pivotal role strong leadership plays in shaping a thriving organisation, I developed Middle Management Movement - a suite of comprehensive leadership programs designed to empower individuals to reach their fullest potential.
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This podcast is for those in the Hospitality industry, creating an unforgettable guest experience that will ignite the potential in their team and turn their guests into advocates. It is designed to share and celebrate all the amazing people and opportunities in the hospitality industry.

Interviews with leaders and subject matter experts sharing their experiences, insights, industry trends, and advice for those seeking a career in hospitality.

LISTEN NOW

AS SEEN & HEARD

Free Download

Future-Proofing Your Business

Make the choice to invest in your leadership team and unlock their full potential. With these 10 actionable strategies you will create a sustainable pipeline of future leaders, and build a culture of growth and excellence that will ensure the overall success and longevity of your business. 

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