What:

The purpose of Fristad Consulting Group is to assist hotels and motels in maintaining/increasing their AAA Diamond Rating, and to provide training to hotel staff and management in various aspects of guest services. This will enable the hotel to ensure competitiveness as well as maintain or increase occupancy levels consistent with profitability and ongoing success.

How:

We assist hotel management in meeting their goals by:

1. Providing 4 and 5 diamond service evaluations along with observations and recommendations to management in order to maintain or increase the diamond ratings. Providing these “tune-ups” at regular intervals helps the hotel maintain consistent service at these high levels.
2. Providing assistance to hotel owners/managers in assessing the physical attributes of the hotel to determine the appropriate diamond rating and to insure AAA listing requirements are met. This is particularly helpful in newly acquired or newly renovated properties prior to applying for listing with AAA.
3. Providing various training modules/programs to meet 4 and 5 diamond requirements, excellent guest service at lower rated properties, housekeeping/maintenance/inspection process, working with the AAA inspectors, complaint resolution, and others.

Who:

Steve Fristad has spent 25 years with AAA (Automobile Club of Southern California) and presents experience at the following levels:

1. AAA Field Inspector/Evaluator/Tourism Editor – responsible for inspecting all types of lodging establishments, ensuring that the property meets the stringent AAA listing requirements, and assigning the appropriate diamond rating, throughout Southern California and Arizona.
2. Employee Relations Consultant – responsible for dispute resolution between employees and management, adherence to company policy regarding employee relations and grievances, working with the legal department regarding discrimination claims, unemployment insurance hearings, wrongful termination and other issues.
3. Employee/Management Training and Development Consultant - responsible for development, implementation and presentation of various training programs to all levels of employees. Programs included customer service, empowering employees, performance appraisal, discipline procedures and many others.

Where:

Fristad Consulting Group serves the lodging industry primarily throughout the western United States.

Why:

There are many consultants available to assist hotel management in meeting their goals and objectives, but very few have the background and experience in AAA requirements, inspections, and evaluations. Fristad Consulting Group has been created to assist those in the lodging industry in providing quality guest services consistent with AAA Guidelines to more than 50 million AAA members as well as non-member travelers. We feel that the only way to be successful is for hotels to maximize the rate of satisfaction to returning guests as well as those who have been referred by others because of a high quality guest experience.

When:

When you call or e-mail us with a brief explanation of what your needs are, we will arrange a mutually convenient time to meet and/or provide a service evaluation or training session for your property.

The Bottom Line:

The training and consulting style you will find to be relaxed, sprinkled with a sense of humor, and not always politically correct or pretentious. I may not always tell you what you want to hear, but will try to tell you like it is. Our goal is simply to help you to achieve success in this highly competitive industry using experience and common sense principles and tools.

If we may help in any way, please contact us.