Superior Hospitality Partners

Welcome to Hospitality Mentality 360. HM360 will guide you through many local attractions and discuss a series of hospitality ideals, topics, and skills using Virtual Reality (VR) technology. Throughout our many years in the hospitality/tourism industry we realized that the small details can have the most direct and meaningful impact on the quality of the stay for our guests.
The ability to elevate your team to a point that every guest, visitor, or client sees them as a concierge will allow you to continuously create the memories that will be shared for many years. A common question that is asked by guest is “What is there to do in the area?”. Many times the guest are directed to a brochure rack or given a handout that provides a list of activities in the area and the team member has no personal experience/knowledge to share.
We realize the likelihood of a staff having the time to visit all of these attractions is low. However, with the use of technology, we can make this happen in a fraction of the time. The VR technology we employ will virtually guide anyone through highlighted attractions and present them in a way that makes the user feels as though they are visiting the attraction in person. Adding another layer to this paired service and technology is the Hospitality Mentality 360 Mindset modules. Many times, we find ourselves moving through processes and forget to remember that this is a unique experience for our guest. Hospitality Mentality 360 has combined many well know training topics with our Virtual Reality technology. The technology affords the participant the ability to experience these interactions that can have significant impacts on quality of stay entirely through the perspective of a guest.

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Transitions + Change + Facilitation

Transition and change can be diﬃcult and happen without warning. We are able to help you through any planned or unplanned times of change with a customized plan. Sometimes people are looking for us to bring in Standard Operating Procedures & others are need to get their organization to brainstorm ideas/processes that could help them change.

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in a superior education for staff.

Elevate the guest experience by making your staffs education unforgettable. The human attention span has been decreasing for a number of years. This increases the need to provide an interactive experience to your staff to increase the retention of the information that is provided to them.

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"Superior Hospitality Partners provided a unique approach to the training modules they utilized in recent sessions for the staffs of several of our properties. They first mystery shopped our hotels and developed training to emphasize the areas that need help. We found this approach to be beneficial and improved staff performance. Our staff varies in experience but even the seasoned veterans felt there was helpful information provided." Ketan Patel - President, SCA Hotels
"Thank you for all your help in our quest for hotel ownership. We feel without your assistance we may have made a bad investment... Your experience is second to none. It is services such as yours we feel are essential to being successful in the industry." Jim and Debbie Cook - hotel investors
"Superior Hospitality Partners (SHP) stepped in to assist the Monroe County Convention & Tourism Bureau (MCCTB) at critical and challenging times immediately following the unexpected death of our Director. Mr. Dave Lorenz of Pure Michigan recommended SHP and other firms to assist our CVB during the transition period. After doing our due diligence research, we felt SHP was the clear choice above all others. SHP hit the ground running and successfully steered us through the transition. Specifically, they helped the interim Director navigate his new role, assisted with putting together a critical path transition plan. Their goal was to help us rebuild our organization's foundation and allow us to thrive in as short a period as possible. They accomplished that in spades. SHP did a fantastic job facilitating a strategic plan working session with key stakeholders within the County and prepared for the Board the strategic plan with milestones. SHP continued to assist the Board by providing updates to the strategic plan, helping put improved financial controls in place, and managed a nationwide permanent director search. They provided critically needed expertise into the interview and hiring process and always kept the Board fully informed of their activities and progress. I appreciated the willingness of SHP to defer their compensation until the CVB was financially stable, and this was critically important to our success. In my opinion, SHP assistance and in-depth industry knowledge allowed the MCCTB to stabilize our organization and flourish quickly. I can't thank them enough for the help they provided to me as the treasurer while I was trying to deal with a turbulent time in our Board's history." Kathy Kinsland Treasurer, MCCTB Board Member (2006-2019)
"During the last two‐plus years Superior Hospitality Partners have helped promote a friendlier and more knowledgeable customer service base throughout the whole city of Sault Ste. Marie. Dan and Eric came to us in 2017 and have brought innovative techniques from secret shoppers to 3D VR videos to our area to help improve hospitality. They have fully invested themselves into our area and have gone beyond any conceivable measure to bring cutting edge training to the “Soo.” Their professional approach and passion for the industry make them perfect partners to help improve a community’s customer service. We recommend Superior Hospitality Partners to any city looking to become a finer destination!" Linda Hoath - Executive Director, Sault Area Convention and Visitors Bureau
"After working through the process of secret shopping at local businesses with the Convention and Visitors Bureau, we (the EDC staff) saw the need for a “Hospitality Mentality” workshop that would help to maximize hospitality among Sault Ste. Marie area businesses. When we started tossing the idea around, we didn’t want the workshop to be only for retail and hotels, but anyone coming into contact with visitors so that they could see how their positive interactions with the public are critical to our region’s success. Jeff Holt, EDC Executive Director stated, “They did a tremendous service for our community.” The Trotochaud family, Eric and his father Dan (co‐founders of “Superior Hospitality Partners”) are down‐to‐earth business partners with a strong background in the hospitality industry. It isn’t often that you find a team that can resonate with a wide variety of personalities and coordinate a presentation that is engaging to a broad audience. Eric was great about checking in throughout the planning process and listened to what we envisioned so he could carry it out to perfection. Following the event, attendees were surveyed and all reported new hospitality techniques they intended to implement in their day‐to‐day work, as well as goals they would tackle in the next six to 12 months. Superior Hospitality Partners has also developed 360 degree videos of attractions in our area to better help employees share what there is to do in the Sault. Again, the Trotochauds have a lot to offer and are willing to think outside the box to help your community grow." Tracey Laitinen - EDC Operations Manager, SSM Economic Development Corporation
"This is a letter of recommendation and thanks to Superior Hospitality Partners of whom I have been the recipient of their quality work done before my taking the position as Executive Director of the Monroe County Convention and Tourism Bureau and for their guidance during my first months with the organization. They are professional, well organized, skilled and knowledgeable of the Hospitality and Tourism Industry. They came to the aid when our organization was struggling and in need of direction and have been crucial to its recovery and growth." Matt Zook - Executive Director, Monroe County Convention & Tourism Bureau

Superior History

Our hospitality journey began when hotel rooms had real, metal keys. Our property management system was a combination of a cash register, a multi-colored tape chart to manage our inventory, and a card rack hung on the wall to show occupied rooms. Most hotels have updated their technology and eﬃciency since then, but the belief that every member of our staﬀ is a concierge to our guests has stayed true.

Dan Trotochaud | Partner

After retiring from hands-on hotel ownership I decided to use my experience of the hospitality industry to assist clients in maximizing their business potential. Owners and managers are often focused on day-to-day operations and may miss opportunities to enhance the guest experience with minor changes that will make your guests become loyal fans.

My 30 years of management and leadership experience keeping my hotels at the very top of the market brings a unique focus to these areas. My “think like an owner” philosophy has been invaluable in teaching my team at all levels to be aware of the impact they have on the guest experience.

Our comprehensive review and customized application of these concepts will improve your market share, boost social media ratings, and increase guest satisfaction regardless of competition in your market. These improvements will bolster your bottom line.

Eric Trotochaud | Partner

I began my journey of creating memorable experiences for guests at a very young age while working at our family owned hotel. After many years of working through all departments in our family hotel, I began my formal education at Michigan State University in The School of Hospitality Business. Since graduation I have had the privilege of expanding my experiences within the industry.

My foundation in hospitality has been applied to many diﬀerent businesses. Educating and training staﬀ in non-traditional hospitality businesses about the belief in the experience of the consumer and the importance of the stories that they tell has been paramount to our success.

Workshops + Opportunities

Our workshops and speaking events are customized to deliver. We’ve presented to audiences with fewer than 10 and more than 200 individuals. The information that is provided to attendees is only value is this receive the message and retain the information. 32% of people have admitted to falling asleep during a power point presentation.

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Be superior

and bolster your bottom line.

Hospitality is not an industry or type of business; it is a mindset that builds the foundation for success through developing the experience. Building, maintaining, and consistently executed an elevated experience will directly impact the bottom line of every business.

Loyalty – over 50% said that they will leave a business because of the experience and over 2/3 are willing to pay more for a product or service based on the experience.

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and bolster your bottom line.

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