Enduring Quality

Excel with good people, comprehensive training, and attentive quality controls

Our 35-plus years of experience have proven that a hotel’s primary asset is its reputation.  In this age of ubiquitous information, legacies are being built or dismantled continually through an unforgiving 24-hour online forum.  The Coakley & Williams reputation for excellence doesn’t happen by chance; it is built on a sustained daily commitment to elite hospitality standards.  We are able to maintain superior quality in all our hotels through several core capabilities:

• Human Resources
• Training & Education
• Quality Assurance

Human Resources
The primary obstacle to quality service is an inexperienced staff. That’s why Coakley & Williams makes a substantial investment into hiring, training, and retaining an elite staff of hospitality professionals at each of our establishments.  Coakley & Williams understands how to attract and retain talent through competitive compensation and the opportunity for advancement, but our unique corporate culture is the biggest draw.  At Coakley & Williams, we go to great lengths to create a positive, respect-driven workplace - one that fosters a sense of family.  We truly care about our people, and being valued instills a dedication to excellence and a sense of loyalty.  The source of consistently outstanding hospitality is within each empowered, motivated, and experienced hotel professional, and Coakley & Williams has cornered the market in employee development and retention. 

Employee and Management Training
High-performing hotels require well trained professionals, and Coakley & Williams is an industry leader in the education and training of its hospitality personnel and management.  We partner extensively with the American Hotel & Lodging Association (AHLA) Education Institute to strengthen our employees’ foundation in total hotel management from the front of the house to the heart of the house.  Every member of our staff has an equally important role in each guest’s hotel experience, so employees at all levels are given comprehensive training in the Coakley & Williams methodology for their particular position.

Professional development, education, and training include:

• All Coakley & Williams employees undergo a thorough orientation and an intensive training course, including:
• The Spirit of Hospitality
• Diversity Training
• Anti-Harassment Policy and Support
• Newly hired employees in high-attrition positions, such as front desk representatives, room attendants, and maintenance engineers, are supported by a mentoring program called the “Buddy Training Checklist” until they achieve fully independent competency.
• All employees are encouraged to participate in the AHLA’s Distance Learning Education to further their career in the hospitality industry.  This program is a springboard to management at Coakley & Williams and is offered to all employees free of charge.  Diploma programs include:
• Hospitality Operations
• Hospitality Management
• Food and Beverage Management 
• Mid-level supervisors are enriched through Supervisory Skill Builder Workshops, designed by Coakley & Williams and the AHLA Education Institute to teach such skills as:
• Supervisor Leadership
• Time Management
• Problem and Conflict Management
• Enhancing Employee Performance
• Team-Building
• Senior-level managers undergo training on employment law and labor liability, as well as a progressive development program called The GM Boot Camp, which covers:
• Human Resources & Payroll
• Accounting
• Management Information Systems
• Operations
• Sales & Marketing

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, Sales Pro, 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

Comprehensive Sales & Marketing Direction
Connect with new customers through an expert mix of traditional and modern sales channels

Coakley & Williams has been filling hotel rooms since 1971, and over the years we have established a track record for properties that consistently exceed their fair market share.  One of the keys to our long-term success is our ability to develop and implement hotel-specific marketing plans that efficiently allocate marketing dollars, both locally and nationally, to promote sales for our hotels.  We have proven strategies that employ traditional media and communications, and we have been pioneers in leveraging powerful online channels as they evolve.

Coakley & Williams marketing and sales includes:

• Review and approval of specific marketing strategies, programs, and print materials
• Arrangement of group advertising and marketing
• Trade show presence
• Continued sales and marketing training
• Tools and systems for effective tracking and implementation of programs
• Corporate review of monthly sales reports
• Sales leads to the hotels through our Inter$ell program
• Participation and membership in key sales related organizations
• Extensive corporate database for direct mail marketing
• Press release creation and dissemination as needed

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 rests on its laurels.  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.