Five-Star Solutions Elite training solutions for high-class performance
Kathleen Kales Michael Maguire Veronica Oistad Adriana Marchesan-Lenormand
Mission Statement We are sharply focused on being a lifeline to high-end hotels, restaurants and resorts by helping them maintain their five-star status through a collaborative partnership.
Our Story As the Covid pandemic hit the state of Florida in 2019, many of our most popular travel destinations saw a dramatic decline in tourist attendance. In order to survive, hotels, resorts, and other travel industry related businesses found themselves having to make rapid changes to their operations and marketing efforts to revitalize tourism, ensure guest safety, and meet variable CDC compliance standards and state mandates. These changes created the need for accelerated training programs that were at times beyond the expertise and capacity of internal employee development departments. In light of this disparity, and the growing demand for high-quality training, our company was formed.
Who We Serve Every year, five-star hotels and resorts spend millions of dollars in marketing to establish and promote their brand in an effort to attract guests from all over the world. Millions more are invested in creating high-end accommodations are luxurious amenities to provide guests an exceptional lodging experience. At times, however, even the most well run companies can sometimes overlook one of most fundamental aspects of the customer experience....the staff. Exceptional customer service is critical to fostering a positive guest experience and without a program in place to train and develop employees, lapses in service quality can emerge.
Our Method At Five-Star Solutions, we understand the critical importance of training and developing service staff. We know that poor onboarding programs, and ill-designed training sessions are often ineffective at addressing performance gaps. This is why we have developed a unique, analysis-based approach centered around a particular performance objective. Additionally, our company is able to leverage experience in hotel operations and technology to design training solutions that are high-impact, customized, and performance centered. We aim to create five-star training solutions to help our clients focus on reaching and maintaining their five-star status.
Our Company Five-Star Solutions is a full-service, instruction and training development company specializing in the design and development of agile, high-quality, performance-centered training solutions for the hotel and resort industry. We are able to incorporate several ID models, such as ADDIE, SAM and ASSURE into our solutions to create a five star end product. Our team brings together a variety of industry experience and skills to approach any training problem with a diverse, full perspective solution.
Our Solutions At Five-Star Solutions, we pride ourselves in offering our clients a suite of training packages as well as a-la-carte options. This enables our clients to target a particular sector of their business, revamp a portion of their operations, or update the entirety of their training programs. The ability to create tailor-made solutions to meet our clients’ needs is what makes us effective in helping companies reach their potential in the hospitality marketplace - and what sets us apart from other companies. We aim to obtain complete satisfaction for our clients. You are the reason we do what we do and it is our pleasure to help you grow beyond your expectations.
Unique Qualifiers What makes us unique from other companies? YOU. We view our clients as subject matter experts. By using a rapid-prototyping method with ADDIE, SAM and ASSURE model attributes, we will work with you to get your input and involve you in the process every step of the way. With our clients’ extensive knowledge-base and our training solutions, each client receives personalized, creative and effective training modules where all employees can be successful. But it doesn’t end there. Our continuous evaluation process allows us to make recommendations - in the form of updates - as our clients’ experience changes in their organization, such as growth, demographic changes requiring an updated approach, and even a pandemic!
Our Services ● ● ● ● ● ● ● ●
Course Development Instructional Design Instructor-led Training Analytics and Evaluation Front-End Analysis Course Conversion Web-based Training Job Aid design
Our Team Veronica Oistad
Michael Maguire
PROJECT MANAGER Oistad@fivestar.com
MULTIMEDIA DEVELOPER
Kathleen Kales
Adriana Lenormand
TRAINING SPECIALIST Kales@fivestar.com
Maguire@fivestar.com
CURRICULUM DEVELOPER
Lenormand@fivestar.com
The Team Veronica Oistad- Project Manager With a background in Non-Profits, I am well versed in managing multiple projects at once. This background has also provided me with experience managing participants in various capacities and allocating resources. My bachelor’s degree in Business Administration familiarizes me with various industries. I have attention to detail which combines with a strong work ethic to effectively complete projects. This background has prepared me for the role of Project Manager at Five Star Solutions.
Veronica Oistad PROJECT MANAGER
The Team Michael Maguire- Multimedia Developer My name is Michael Maguire and I’m an awardwinning video producer and multimedia developer based in Orlando, Fl. Having worked in several design environments over the past twenty years– including corporate training, commercial advertising, broadcast news, and academia–I’ve developed a diverse repertoire of technical and leadership skills that I bring to every creative endeavor. Whether developing a course, producing video content, or providing instruction, I bring a consistent level of passion, professionalism, attention to detail, and creativity to every project.
Michael Maguire MULTIMEDIA DEVELOPER
The Team Kathleen Kales - Training Specialist I have been an educator for 10+ years and currently work as a training specialist. I have a Bachelor of Science from the University of Central Florida in liberal studies with concentrations in education and behavioral science along with a minor in environmental science. I also have a Master of Business Administration from the University of North Florida. As a training specialist I focus on meeting the needs of my trainees and supporting their growth through collaborative coaching.
Kathleen Kales TRAINING SPECIALIST
The Team Curriculum Developer- Adriana Lenormand As a former educator with 15+ years experience, I have an extensive background in curriculum design and how to best organize instruction to maximize learner retention and application. With an awareness that ‘one size does not fit all’, I am committed to delivering the most comprehensive and relevant curriculum available to fit your organization’s particular needs. With an attention to detail and a strong sense of customer service, I will work tirelessly to assist your organization in meeting and exceeding its performance objectives.
Adriana Lenormand CURRICULUM DEVELOPER
Our Portfolio
Destination Ranch
Overlook Hotel
Kamp Komfort
Destination Ranch Destination Ranch is the leading cattle drive ranch vacation spot. Every year thousands, including celebrities, flock to the ranch to help their cowboy, Curly, on a cattle drive in the South. Destination Ranch approached Five-Star Solutions for help in converting their in-person training to web-based trainings and job aids. In-person training was requiring too much time and seemed tiring for many guests. Five-Star Solutions created solutions resulting in thousands of hours of time saved along with a boost in positive and even life-changing guest reviews.
Overlook Hotel The Overlook Hotel is a secluded luxury hotel. The staff has historically received extensive training in the specific and unique care requirements of this specific location. Despite training efforts, management struggled to find staff that were able to complete their contracted work. Employees often stated that they didn’t remember what was “going on” or what had happened after completing their month-long shifts. Five-Star Solutions provided a full analysis of the previous training programs to identify needs in their training approach and then created training solutions to meet those needs. As a result, the Overlook Hotel has since had zero turnover with contracted employees and the hotel itself has even seen less damage to its location.
Kamp Komfort On road trips, travelers often find themselves at Kamp Komfort. This location has been known for using mailers to keep in contact with previous guests. Once Yelp and Google reviews came into play, stories of varied customer service experiences, including some flea and bed bug concerns, began to circulate. Five-Star Solutions was able to identify and create a package of trainings to help Kamp Komfort bring customer service and cleanliness to the forefront of their establishment goals resulting in stellar reviews and an increase in guest stays.
Contact Us Please visit our website to schedule a consultation and see how Five-Star Solutions can enhance your business!