General Management

Recruit, supervise, and evaluate performance of General Manager.

Staffing

For existing properties, evaluate all positions with the General Manager to identify and address improvement opportunities. potentially including upgrading positions

For all positions being filled, implement a rigorous process to identify requires skills and asses potential candidates

Employ thorough background and screening procedures in the hiring process

Property Management System

Maximize utilization of franchise property management system capabilities

Evaluate and, if needed, research options and make purchase recommendations to owner for alternate or supplemental property management system capabilities.

Assist system vendor with coordination of installation and training.

Operating Procedures

Evaluate existing standard operating procedures (SOPs), recommend changes as needed, and coordinate with General Manager the implementation of new SOPs.

Green Initiatives
Determine the appropriate “Green” initiatives program to implement throughout the property and use the state’s Green Operations guidelines as a benchmark, while integrating appropriate learnings from American Hotel and Lodging Association (AHLA) and franchisor programs.

Guest Experience

Systemically work to consistently provide Legendary Service.

Review the arrival and departure processes, property-level guest service delivery, as well as the amenities offered and property condition to determine efficiency opportunities and to make recommendations for improvements.

Guest Feedback
Utilize extensive franchisor guest feedback systems and aggressively monitor and constructively respond to online feedback and comments.

Actively monitor and address guest feedback from critical eCommerce websites.

Develop and supplement these systems to address any gaps or opportunities.

Training

On-going training and development focuses on providing Legendary Service and excellence of execution, including guest privacy and safety.

Review current staff training procedures and recommend changes and/or implementation of additional programs with particular focus on guest privacy, key control, and guest conflict resolution.

F.R.E.D.

Implement "Finding Revenue Every Day" - a training program for the front-of-house staff.  Enhancing staff ability to maximize revenue and reservation rates while laying the foundation for Legendary Service.

Property (Product) Evaluation

Evaluate the quality levels of the existing physical asset and amenities, along with competitors, and develop a Product Improvement Plan based on the recommended positioning goals.

AAA
Introduce AAA guidelines based upon rating goal of the property. Integrate these guidelines along with franchisor standards and any other training programs needed for staff.