Operations

Our Operations team is the glue that holds our team together and is a core reason for our continued success.  While our operations team provides all the services needed to run a hotel successfully such as, but not limited to, recruiting, staffing support, inventory controls, budgeting and cost controls we ultimately focus on 3 core principles:

 

• Support

• Structure

• Accountability

 

 

Support:

In the ever-increasing competitive markets, our properties are in our people are our most invaluable resource and as such we put a heavy focus on supporting our managers but also their direct reports.  We believe through proper onboarding, continued training, and consistent communication with everyone we will not only be able to identify A people but also to retain them and grow them for other positions within the organization.  By training and retaining A people there is a positive increase in efficiency and productivity reducing costs in the long term. 

 

Structure:

Our goal is to help make everyone as efficient as possible and one of our focuses on accomplishing this is by developing and putting in place a structure that is custom-tailored to each property.  Ways we help provide structure is through:

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• Quality and Risk Management

• Internal (employee) and External (hotel guest) guest satisfaction surveys

• Internal (employee) and External (hotel guest) safety audits

• Bi-Annual Operation Audits

• Standard Operating Procedures Reviews

• Standardized interviewing, hiring, onboarding, and training process

 

Accountability:

The old adage of trust but verify is one of our guiding principles with regards to accountability and is a fine balancing act between burdening managers with countless hours of reports vs not being able to accurately and timely track the daily operations of the property.  In order to ensure we are operating are effective as possible we have instituted the following checks and balances

 

Daily

• Labor report sent by General Manager or Department heads

• Training updates

 

Weekly

• Weekly operational call with General Manager

• Revenue Management Call

• Sales and Marketing call

• Sales and Marketing Trace report

• Labor report

• Expense Tracker

 

Semi-Monthly

• Property Visit

• Payroll Review

 

Monthly

• P&L Review

• Ongoing personnel training recap

 

Quarterly

• Quality Assessment

• Safety and emergency training

• Leadership review

 

Annually

• Budget review