Proven Hotel Operations Management

The knowledgeable professionals at Coakley & Williams understand how vital hotel operations management is to a property's bottom line. Through rigorous evaluation, extensive training and advanced technological implementation, we are able to help your hotel run at optimum levels throughout all areas.

Operations

• Guidance of the hotel management by Corporate Vice President of Operations
• Regular inspections of the hotel by Vice President and Director of Operations
• Leasing of all retail space, monitoring tenants, and renewals
• Annual strategic Business Plan direction to include Marketing Plans, Budget and Cash Projections, and Capital Improvements Plans
• Continuous evaluation of key personnel performance through use of Property Success Index Report System
• Utilization of hotel evaluation system to monitor all areas of the hotel to ensure maximum profitability
• Ongoing General Manager and key department head meeting to ensure direction and continuous training
• Franchise knowledge and personal relationships with key franchise personnel
• Communications with owner and/or personal representatives to ensure that all requests by Owners are satisfied
• Monthly detailed operating programs

Maintenance

• Experienced Corporate Director of Maintenance available for training and guidance
• Utilization of Director of Maintenance for emergencies, staffing, and projects
• Safety and Security Audits performed in conjunction with Insurance Carrier

Management Information Systems (MIS) and Computer Technology

• Experienced Director of Information Technology on staff and available for guidance
• E-mail as an internal means of communications (property to property, between property and corporate levels, as well as inside the property)
• E-mail used as a fast and effective communication tool for correspondence to guests and customers, vendors, and owners
• Properties have access to Coakley & Williams Hotel Management Company's website, and properties download daily financials to our accounting database, a top-notch software package
• Financial statements electronically transmitted to properties
• Director of Information Technology serves as consultant to assist in all technical areas, such as property management systems, telephone systems, and electronic/computerized time-clocks
• Internet website administration

Profitability

Achieve higher revenue and lower costs through prudent management and creativity.
At Coakley & Williams, we have shown the hotel industry that doing the "right thing" for our employees, guests, and owners translates into bottom-line results that meet or exceed financial expectations. It begins with staff development and proactive management running a quality operation, and it continues with successful marketing and sales. However, to ensure higher revenue and lower costs, our 35-years of hotel experience have proven that a qualified management company should provide owners with administrative efficiencies, cost consolidation, and creative business practices:

Administrative Efficiencies

We enable savings through our centralized services. Our corporate staff replaces many of the functions typically performed at hotels, or provides specific direction and guidance to those functions. Our corporate staff includes experts in:

• Accounting
• Payroll
• Benefits Administration
• Employee Questions, Concerns, and Needs
• Sales and Marketing
• Computer Expertise
• Insurance Purchasing & Management
• Engineering

Cost Consolidation

Coakley & Williams is a national corporation with powerful franchise relationships and strong cost controls, such as bulk purchasing discounts and service contract pricing that flow right to the bottom line and provide substantial offsets to any fee for service.

Creative Business Practices

Coakley & Williams is a progressive company that never ceases to be proactive. We encourage and empower all our employees to be mindful of new and better ways to maximize every square foot of the hotel. Because our staff and management have such long tenures in the industry, we have a continuous flow of creative ideas to improve our customers' businesses.

Quality Assurance

The hotel business is a 24/7/365 operation, and we carefully monitor our hotels across the country to measure the quality and consistency of hospitality, as well as the operation of our business systems and procedures. Coakley & Williams uses a combination of technology, systems, procedures, and reporting to ensure that each of our hotels is producing a superior guest experience and optimal profits.

Reporting

Coakley & Williams employs cutting-edge technology to ensure our owners receive timely and accurate reporting to include:

• Accounting Reports (budgets, profit & loss, balance sheet, cash flow, accounts payable/accounts receivable statements)
• Sales & Marketing Reports (Star, Rubicon, SalesPro, Critical Path)
• Service Reports (Signature, Franchise system)

QAA

Coakley & Williams also performs random quality assurance audits (QAAs) at our hotels to ensure that our guests are getting the highest level of hospitality, which is the hallmark of a Coakley & Williams hotel.

Customer Surveys

Customers are given surveys that evaluate ten key hotel experience drivers. Hotel managers are given immediate feedback from these surveys to enable management to quickly evaluate and rectify any problems or deficiencies.

Field Audits

Field auditors are assigned by our corporate office to study the daily operations at each of our managed hotels to ensure that they comply with Coakley & Williams' standards and methodologies. Field audits evaluate hotel operations such as:

• Housekeeping
• Accounting, cash controls, and human resources
• Capital Improvements
• Reporting
• Budgeting

Please contact us to learn more about our extensive selection of hotel management services.