Helping Ocean Resorts Reach their Next Level of Greatness.

A supportive approach for the results you’re seeking.

Maintain effective and enthusiastic staff

Create guest loyalty and satisfaction

Continual recognition of excellence for you and your resorts

Life is too short for bad vacations…

Running an all-inclusive resort means that people have superhero-level expectations of you. With so much to manage at once, it can feel impossible to please everyone. You deserve creative and sensible solutions that will save the day, over and over again.




…and vacations themselves are even shorter

On average, the first 3 years of a resort’s opening are top-notch¹.

As the property ages, staff become complacent and guests become frustrated. 

Quality standards vary across properties. This causes your reputation to come into question. It’s an uphill battle that reduces morale on all sides.

This is a fate you shouldn’t have to accept.

You have excellent assets. You have good, hardworking staff. Your food and beverages were designed to exceed expectations. You provide activities and programming that consider guest enjoyment while coordinating multiple teams of staff. 

None of this should go sour.

¹"Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis" - Published in Sustainability, scholarly journal of MDPI, 2020

Do you want to feel and share that love and excitement again?


Let’s explore ways of achieving that.

Meet your Partner in Excellence

"I love Ocean. I was impressed by many aspects of my experience. ORP is the one resort I’ve visited twice, worked with, and talk about most. OACM is the one resort I would book sight-unseen."


—Adam Z, ORP Guest in 2017, 2019

Hi, I’m Adam. I help businesses turn their customers and prospects into enthusiastic fans by freshening up their brand experience.


My approach considers both the customers and staff so everyone can feel the difference.


I want to see the Ocean Resorts we know and love in their best light.


My clients and I work together to process their situation and needs by combining empathy and pragmatism, which infuses each step with the motivation they’ve been looking for.

EXPERIENCES I’VE elevated

Sandos Playacar Weddings
Air Canada En Route Magazine
SQ Centre
Swarovski
HCM
Apple
Black’s (Photography)
Premier Food Destination
Toronto International Film Festival

Adam’s understanding of how resorts relate to their guests allowed him to tailor his coordination services to exactly what I needed. He considered all important details and ensured my wedding party, the photographers, and the resort staff were on the same page, which made our wedding run smoothly and according to plan. My joke is that he was so helpful, he became my second maid-of-honour!

Natalie C, Bride

Sandos Playacar All-Inclusive Resort, Wedding

Sandos Playacar Weddings
Air Canada En Route Magazine
Swarovski
Apple
Premier Food Destination
SQ Centre
HCM
Toronto International Film Festival
Black’s (Photography)

Your excellence, supported by my expertise.

A launch party for a Canadian fashion concept store, hosting Canadian fashion designers, corporate VIPs, media personnel, local and international fashion personalities/influencers, industry guests, and marketing team

I realize that at Ocean, you have esteemed members of your team, who are tasked with developing, implementing, and ensuring service standards. I’m here to amplify your efforts and to surface opportunities in the details that you may not have time for.


Like you, I’ve been heavily involved in managing a “small city.”

  • Read more in this case study

    I was instrumental in transforming the operations and culture of one of Canada’s top shopping centres to enhance guest and staff experiences.


    I helped manage the daily flow of guests, with increasingly higher standards, by developing/improving the tools and processes that staff use to do their jobs and facilitate the guest experience.


    We shifted public perception of the 43-year-old centre from a common community mall, to a cosmopolitan destination with luxury offerings, and a variety of culinary experiences. 


    In the process, we won 9 industry awards, countless media accolades, and became a notable favourite of a large local and international customer audience.

The Five Star Framework

Select a Step to learn about each component of the process.

The 3 Cs

Connect as people with a common goal.


Compile important information about your business and your needs.


Create a plan, complete with details and custom touches.


The plan will align with your objectives, while also honouring the natural flow of discovery throughout the process. 

Audit & Experience

Audit guest reviews and staff responses on key channels including Tripadvisor, Google, and in-person, identifying both trends and outliers.


Visit a property over a few days, interacting as a guest, with a selection of touchpoints (guest, staff, activity, food and restaurants, signage, physical property…), making note of keen observations.

Findings & Feelings

Deliver a customized report of my findings and suggested plan of action, followed by a collaborative discussion.

Rally the Troops

Select our star players to execute on the plan, and deliver their training.

Realize & Report

Implement changes and gather results over time. Qualitative results really matter here, but we can establish some quantitative metrics as well.


Findings will be evaluated so the necessary adjustments can be made.

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Let the Results speak for themselves

✔︎

Save time and money by increasing successful problem handling.

✔︎

Increase understanding and compliance with the H10 Code of Ethics.

✔︎

Experience an empowered team of staff, with greater morale, who increasingly want to stay with the organization.

✔︎

Give your low-star reviews the 5-star treatment.

✔︎

Become the trusted choice among your guests.

♥︎

Develop a productive relationship with someone who already cares about your resorts.

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With 320+ tenants at a large shopping centre, promotional information for our website was being sent in many forms—often incomplete. Adam’s analysis of our situation, program development, and staff training allowed our team to focus on bigger efforts, automated redundant tasks, and clarified our goals to both internal teams and tenants.

Director of Marketing

Stop the Cycle of Cynicism

Worried about demoralized staff, leading to turnover?


Tired of looking at other resort teams that seem to have it all figured out?


Embarrassed by generic review responses online and standard excuses given to guests at the resort?


Confused by stories and reviews discussing inconsistent experiences—on the same day, at the same property?


Once we implement this approach, it will be like realizing that tiles are falling off the pool, not because the pool’s construction is bad, but because people are bored, don't care, and are mindlessly picking the tiles off.


Enough “in-the-moment” patchwork. Let’s follow through on your commitment to address the root of the problem.

Book a Call

From Patches to Passion

Let’s reduce the need for “fast fixes,” and rushing to patch the cracks in your masterpiece. Instead let’s invest in your success, allowing you to spend more time as masters of a team that is always reaching for that next star and creating more fans.

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Through a deep understanding of the brand, Adam prevented permanent architectural design mishaps, suggesting tasteful alternatives. He helped guide all teams to stay true to our vision, while ensuring guests could easily navigate and enjoy the entire Food Hall.

Construction and Design Manager

And don’t forget…

When we talk, ask me about my experience working with the Ocean Riviera Paradise team!

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