Current model
Review what we have learned from unification.
PPG · Strategy session
Getting the
model right.
PPG operating model and resourcing
Planning for summer
Brad · Kim · Todd · Villar · Brendan
Three-hour working session
Our purpose
Purpose of the session
Support requirements
Agree what PPG needs and how we will measure performance.
Decisions required
Agree the structure, resourcing plan and actions before summer.
The session · 180 minutes
Session agenda
30 min · Where are we now?Agree success measures and review current operations.
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.
Opening discussion
Success measures
Agree how we will measure the performance of the support model.
Opening block · Success measures
Success measures
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 · Success measures
Measurement and reporting
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 · Current operations
Where are
we now?
Review what is working, current problems and support requirements.
01 · Where are we now?
Current operations
What is working?
What is working well and should continue?
What is causing problems?
What is not working? Where do reported concerns differ from the available data?
Lessons from unification
What have we learned from centralising support?
Discuss & decideWhat needs to change, and what evidence supports that?
01 · Where are we now?
Support requirements
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 · Operating model · 60 minutes
Getting the
model right
Compare unified, hybrid and office / brand support.
02 · Getting the model right · 60 minutes
Operating model options
Unified
Continue centralising support to improve efficiency across brands and offices.
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
Model comparison criteria
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
Operating model decision
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 · Resourcing · 45 minutes
Leadership, roles
& resourcing
Agree responsibilities, required headcount and recruitment needs.
03 · Leadership, roles & resourcing · 45 minutes
Replacing Khallel’s functions
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
Roles and headcount
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 · Implementation · 45 minutes
Design &
summer readiness
Agree the operating plan, actions, owners and deadlines.
04 · Design & summer readiness · 45 minutes
Operating plan
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 frequency.
04 · Sequence the work
Summer readiness priorities
Must be ready
The changes without which coverage, service or accountability will be at risk.
Recruitment and internal changes
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
Actions, owners and deadlines
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
Confirm the decisions
Success measures → Operating model → Leadership
Roles → Headcount → Recruitment → Implementation
Operating model
Confirm the model and implementation priorities.
Responsibilities
Confirm roles, headcount and recruitment requirements.
Performance review
Confirm success measures and the next review date.
Discuss & decideAre we clear on the model, the people, the actions and the measures?
Pacific Palms Holidays · PPG