Hiring a hotel management company may be imperative to the success and growth of your business, but it is important to first establish objective criteria upon which to screen potential contractors.
Every hotel management firm provides the same general cadre of services, e.g. facilities management, staff training and revenue enhancement. That doesn’t mean that every company provides the same level of expertise or customer service.
Some hotel management companies specialize in one specific area of hospitality management, but not another. It’s your job to evaluate each company’s strengths and weaknesses and then determine whether their skill set meshes with your needs.
1. Information Analysis
American biologist A.O. Wilson said, “We are all drowning in information while starving for wisdom. The world henceforth will be run by synthesizers, people able to put together the right information at the right time, think critically about it, and make important choices wisely.”
An effective hospitality management firm acts as an information synthesizer. Their management team quickly analyzes data, establishes seemingly disparate connections and prioritizes critical responses.
2. Human Resource Management
The best hotel management firms work with your existing staff to rouse creativity, integrate departments and facilitate learning. They manage resistance to organizational change by offering opportunity rather than issuing edicts. Ask any potential contractors how they plan to evaluate and inspire your existing staff.
3. Plan to Succeed
To be successful, a hotel management company must develop long-range plans in addition to handling the day-to-day minutiae of property and staff management. Ask for a series of short-term projections as well as a multi-year plan. Have companies detail their staff’s training and expertise in customer service, human resources, property management and revenue management. Discuss market placement for your property, potential advertising platforms, the use of social networking and potential acquisition opportunities.
4. Ask for References
Quality companies can provide you with quality references and empirical evidence of customer and guest satisfaction, cost containment and improved revenues. Speak with past references then compose your short list solely of firms that have proven themselves and share your corporate values. Do not underestimate the value of experience and professionalism.
5. Performance Matrix
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