Operations Management
Whether the lodging asset is considered luxury or economy, Charlestowne Hotels provides comprehensive operations management to attain optimum performance and maximum value through a potent combination of accurate financial reporting, strategic capital planning, aggressive sales and marketing, and a hands-on management approach.
Examples of Operations Management focus:
General Management: Recruit, supervise, and evaluate performance of General Manager.
Staff: Fill and/or evaluate all positions with the General Manager to indentify improvement opportunities.
Property Management Systems: Evaluate, and, if needed, research options and make purchase recommendations to owner. Assist system vendor with coordination of installation and training.
Operations: Evaluate any existing standard operating procedures (SOPs), recommend changes as needed, and coordinate with General Manager the implementation of new SOPs.
Accounting: Support the changes to be implemented by the accounting team and assist with implementation of new SOPs.
Property (Product) Evaluation: Review product’s current quality levels and assist Owner with development of Product Improvement Plan based on positioning goals.
Expense Controls:
- Labor - Review schedules and staffing levels, while comparing to business demands, and make recommendations for efficiencies to reduce labor costs where possible.
- Energy Consumption – Review conservation efforts and recommend procedures and improvements to reduce consumption.
- Supplies Purchasing - Evaluate ordering of ordinary operating supplies, shop vendors for competitive pricing, and recommend process for reconciling and approval of invoices before payment.
Green Initiatives: Determine appropriate Green program for the property to implement. The state’s Hospitality or Hotel Association's Green Operation guidelines will be a benchmark for possible Green Operating Certification.
Guest Experience: Review the arrival and departure processes as well as specific guest services such as Internet access, TV cable, and telephone for effectiveness and efficiency and make recommendations for improvements.
Guest Feedback: Implement “Instant Comments” program – an innovative and unique proprietary system for capturing and managing guest comments as they occur.
Staff Training: Review current training program and recommend changes and/or implementation of needed programs with particular focus on guest privacy, key control, and guest conflict resolution.
AAA: Introduce AAA guidelines based upon rating goal of the property. Integrate these guidelines with any other training programs needed for guest touch-point staff.
FRED: Implement the “Finding Revenue Every Day” training program for the front of the house staff.
Housekeeping: Review labor cost management, conduct room inspections, analyze use of cleaning chemicals, evaluate choice of linen and terry, determine par inventory levels and best laundering process.
Preventative Maintenance (PM): Evaluate PM programs for all HVAC, refrigeration, kitchen, and life safety equipment (extinguishers, sprinklers, alarms, etc.) and implement upgrades as needed.
Room Care Program: Evaluate Room Care program in use (if any) and implement as needed to improve regularity of room care and quality of the rooms’ condition.
Facility: Review with Owner the grounds keeping, exterior and interior signage, and exterior lighting and make recommendations to improve curb appeal.
General: Review Employee Handbook and Policy Manual and make recommendations.
