Learn
What have we learned from the current model and unification?
PPG · Strategy session
Getting the
model right.
The right support. Clear ownership.
A stronger summer.
Brad · Kim · Todd · Villar · Brendan
Three-hour working session
Our purpose
Build the next version.
Not a post-mortem.
Agree
What does PPG need now, and how will we know it is working?
Act
Leave with a structure, a resourcing plan and actions for summer.
The session · 180 minutes
A decision-led conversation.
30 min · Where are we now?Agree success measures, then test the current environment.
60 min · Getting the model rightCompare unified, hybrid and office / brand support.
45 min · Leadership, roles & resourcingAgree functions, ownership, capability and headcount.
45 min · Design & summer readinessTurn the model into an operating plan and actions.
Our North Star
What does success
look like?
Agree what good looks like before choosing the model.
Opening block · Success measures
What does success
actually look like?
Agree the numbers and service standards
before judging the model.
Experience
Guest service levels, owner experience and retention.
Delivery
Response and resolution times, accuracy and outstanding workload.
Performance
Revenue, capacity, productivity, cost and recurring issues.
Discuss & decideWhich key measures will tell us whether the model is succeeding?
Opening block · Make measures usable
Give each measure
a clear definition.
Measure & targetWhat exactly are we measuring, and what standard do we expect?
Baseline & sourceWhat do we know today? Where does reliable evidence come from?
Owner & reviewWho tracks it, how often, and what triggers action?
Discuss & decideAgree the measures, targets and evidence gaps to resolve.
01 · Where are we now?
Where are
we now?
What we have learned. What we need next.
01 · Where are we now?
Separate the pressure
from the perception.
Keep
What is working well? What should we preserve?
Understand
What is not working, creating pressure or making it appear the model is not working?
Learn
What has unification taught us so far?
Discuss & decideWhat needs to change, and what evidence supports that?
01 · Where are we now?
Start with the people
the model must serve.
Guests & ownersWhat service, communication and resolution do they need?
Brands & propertiesWhere does local knowledge or direct ownership matter?
PPG & SCA teamsWhere are hand-offs, capacity or communication creating friction?
Discuss & decideWhich support needs are non-negotiable?
02 · Getting the model right · 60 minutes
Getting the
model right.
One shared standard. Three genuine options.
02 · Getting the model right · 60 minutes
Three models.
One shared test.
Unified
Continue building centralised support and unlock the efficiencies and benefits of unification.
Hybrid
Centralise functions that benefit from scale, with appropriate brand or office ownership.
Office / brand
More dedicated support where it provides greater stability, accountability and service.
02 · Compare the options
Test the model,
not the label.
Service & operationsGuests, owners and property operations.
People & accountabilityPPG and SCA teams, ownership and communication.
Delivery & economicsSystems, technology, efficiency, scalability and cost.
Evidence of successAbility to deliver and measure the agreed success metrics.
Discuss & decideWhich option best meets our needs and agreed success measures?
02 · Decision
What model are
we building around?
Unified · Hybrid · Office / brand support
Structure
What is centralised, and what stays with a brand or office?
Ownership
Where does accountability sit, including hand-offs?
Conditions
What must change for this model to work?
Discuss & decideState the model, the reasons and any unresolved conditions.
03 · Leadership, roles & resourcing · 45 minutes
Leadership, roles
& resourcing.
The functions, people and capacity to deliver.
03 · Leadership, roles & resourcing · 45 minutes
Define the functions.
Then decide the roles.
How do we replace the functions
currently sitting with Khallel?
RecruitA similar senior STR Operations lead.
RedesignBreak the role into more clearly defined functions.
Develop internallyPromote and distribute responsibilities.
CombineInternal promotion and external recruitment.
03 · Structure & capacity
Who owns what,
and what is missing?
Functions & leadership
What roles are required? Who owns each function and leads the team?
Capability & capacity
What can the existing team handle? Where are the gaps?
Headcount & candidates
How many people do we need? What is the final candidate brief?
Discuss & decideAgree the structure, roles and required headcount.
04 · Design & summer readiness · 45 minutes
Design &
summer readiness.
Turn the agreed model into a practical operating plan.
04 · Design & summer readiness · 45 minutes
Make the model
work day to day.
Ownership & coverageResponsibilities, operating hours and support coverage.
Communication & escalationClear hand-offs, escalation routes and decision authority.
Systems & workflowsThe tools, processes, training and documentation needed.
Reporting & performanceThe agreed measures, reporting ownership and review rhythm.
04 · Sequence the work
Before summer.
Then beyond summer.
Must be ready
The changes without which coverage, service or accountability will be at risk.
Immediate people moves
Recruitment, internal changes, training and handovers required to operate.
Longer-term improvements
Improvements we can sequence after the critical readiness work.
Discuss & decideWhat must happen before summer, and what can follow?
04 · Turn decisions into actions
Every action needs
an owner and a deadline.
ActionWhat specifically will change or be delivered?
Accountable ownerWho is responsible for making it happen?
Deadline & dependencyWhen is it due, and what must happen first?
Completion checkHow will we confirm the action is complete?
Discuss & decideRead back each action, owner and deadline before moving on.
Required outcome
Leave with one
shared operating plan.
Success measures → Operating model → Leadership
Roles → Headcount → Recruitment → Implementation
What we are doing
A clear model and priorities.
Who will deliver it
Ownership, roles and resources.
How we know it works
Objective measures and a review point.
Discuss & decideAre we clear on the model, the people, the actions and the measures?
Pacific Palms Holidays · PPG
Thank you.
A clear direction.
A stronger summer, together.