Operations

Goals

To provide passionate and highly motivated hands-on management staff and department leaders who are driven to succeed and exceed expectations of the management company, the guests who visit their hotels and the staff they lead.

Implementation

Hosts receive support through their property staff accountants, Regional Marketing Directors and Regional Operations Directors. The Operations Directors provide specific direction, accountability and leadership coaching to the Hosts (General Manager), to hotel staff, for the physical property and ultimately customize their direction to meet the needs of the guests and local market demands.

Tools
  • Detailed annual operations and revenue budgets with line by line accountability
  • Standards of operations manual
  • Experienced Regional Operations Directors assigned to each property, responsible to:

o Oversee the general operation
o Analyze the market and determine acceptable ranking and RevPar index goals
o Monitor operating costs and payroll
o Insure franchise and company standard practices and systems are in compliance
o Monitor guest surveys and maximize guest satisfaction
o Provide ongoing training to management staff
o Conduct regular performance reviews
o Oversee maintenance and asset protection
o Conduct internal accounting audits
o Audit safety and security programs
o Enforcement of staffing guidelines based on business demand
o Displacement analysis and profitability assessments
o Oversee capital expenditure projects

  • Franchise Support Consultations
  • Guests, Inc. intranet site which houses all polices, programs and administrative documents

 

Incentives

Quarterly bonus program that includes annual awards with both recognition and monetary benefits for managment and line level staff.