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8 Things to Look for in a Hotel Management Company

8 Things to Look for in a Hotel Management Company

July 25th, 2018

Choosing the right hotel management company can be the difference between success and failure for your hotel. A great management company can make you a premier hotel in the area, while a poor management company will ensure negative reviews and might actively drive guests away. Whether you already have a hotel or you are just considering acquiring or building a new one, a hotel management company can assure the success of your hotel. But how do you make sure that you’re getting a company you can truly rely on? Here’s what you need to look for in a Hotel Management Company.

Hotels
Every Hotel is different and has specific needs.

1. What varieties of hotels does the company manage?

Many hotel management companies manage a wide variety of different hotels and resorts, some will specialize in a certain type or types. Before making your decision, you will want to make sure that the firm you are speaking with manages the type of hotel that you own or want to own. Is your hotel a high-end luxury hotel? Is it branded? Independent? Does it provide only limited services or is it a full-service hotel? Is it located in the city or in a rural area? A small hotel in a rural location is managed differently than a large hotel in the center of a city.

2. Do they provide the services that your hotel needs?

Not every management company will provide the same services. You will want to make sure that you are working with one that provides the specific services your property needs, whether that is managing current or future renovations, taking over the maintenance process, providing full consulting services, managing assets, providing or scouting staff, marketing, etc. It is a good idea to know what the companies you are considering do not offer, so you know whether you will have access to services that you might not need right now but might want in the future.

Customer service should always be at the forefront of any service industry.

3. Do they adhere to good customer service?

Choosing a hotel management company can be a huge task in itself, it involves examining a wide range of key determinants. One of the most important is customer service.  The hospitality industry is built on customer service and you’ll want a company that not only truly understands this but can display it as well.  This is an excellent way to easily determine the companies that don’t have what it takes to solve your specific challenges and take your business to the next level of success. When contacting prospective hotel management firms, expect prompt replies and meetings that accommodate your schedule.

4. Are they a  good fit? How is their corporate personality?

Do they seem like they would be a good fit with your corporate personality? While this is, at its core a business deal, you will still want to be working closely with the people that you like and can have a rapport with. You will want to feel comfortable with a company that handles the future of your hotel's success. If a hotel management company provides all of the services you need but doesn’t feel quite right, it’s probably best to look elsewhere. You should have no doubts when it comes time to sign a contract.


The right staff can be the difference between ordinary and extraordinary. 

5. How do they staff properties?

Labor is one of your biggest costs, so you want to make sure that their staffing tendencies are congruent with what is appropriate for your hotel's needs. Some management firms will over-staff hotels in order to make more money from their clients, while others will not provide enough staffing and your hotel will always be understaffed. You want to look for a management company that knows how to match up the staffing with the amount of business your hotel can accommodate. That means you will never have extra people at the front desk or extra housekeepers on your payroll when they really don’t have anything to do while at work. A good management company will do an onsite visit on a busy weekend or spend time with your staff to determine the best staffing for your hotel.

6. How much attention do they give to their team?

Are they going to staff your hotel, and then essentially let it run itself? This might work for some hotels but it is not ideal for others that need a lot of hands-on supervision. You want to recognize what is right for your hotel and whether or not the management firm is competent in giving you personalized attention if you need it.
A good partnership between a client and a company will ensure success for both parties.


7. How much input do you have?

Some owners will want a hotel management company to handle everything without asking for any approval. Others will still want to have a voice in who gets hired, let go, and other big changes that are made. Finding the perfect balance while making sure the management company has enough control to get things done is the best solution.


8. Are they certified in their respective fields?

Having a hotel management group oversee your hotel can be a new experience for you. Having the right experience and training can make all the difference in the success or failure of the management and services a company can provide. Make sure to inquire as to the companies current certifications in the hotel industry. Do they have a general managers certification from a hotel chain or association?  Have members of their team worked in a hotel sales role or marketing? If you hire a management team, you want to be sure they are up for the task and have real-world experience in the industry. 


Always be prepared to ask a lot of questions and invite the management team to come out for an onsite tour of your hotel. The more information you have as an owner and the management team has about your property, the better you both will be equipped to make the most out of your working relationship together. 

About Executive Marketing & Consulting

Executive Marketing & Consulting uses actual hospitality experience in marketing and consulting to increase revenue for hotels and destinations worldwide. Our company is comprised of top-tier Marketing Executives, Business Management Consultants, Marketing Consultants, Certified hotel General Managers and Product Specialists. Please visit https://www.ExecutiveMarketing.org for more information.

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