operations management
at monument hospitality
At Monument Hospitality, we manage operations exactly as if your property were our own investment. We start by focusing on your people and your guests because when your employees feel supported, service improves, and your profits grow. We don’t lead with generic metrics; we lead with an intentional strategy designed to serve people and maximize operations.
comprehensive
business strategy
Our team develops a comprehensive business strategy tailored to your property and objectives. This strategy sets the blueprint for future success and includes operating, capital, marketing, and cash flow budgets.
Your comprehensive business strategy guides our daily Operations Management, which includes:
- Staffing & Training
- Targeted Marketing
- On-Site Property Visits
- Owner Communication
- Food and Beverage Management
- Franchise Evaluation, Selection, and Maintenance
high productivity and superior guest service
Thoughtfully planned and budgeted staffing is essential for sustained operating profits. Monument Hospitality offers intensive training to empower staff teams for high productivity and superior guest service. We develop clear procedures for every supervisor, and employees participate in departmental training regularly.
Focused Procedures
- Maintain a continuous search for qualified, talented staff.
- Manage staff hours carefully to limit payroll costs while securing superior guest service.
- Minimize disruption through cross-training, strategies to reduce turnover, and prompt replacement of departing staff.
- Design and tailor employee handbooks to meet specific objectives.
- Intensive staff training utilizing continuous programs and mentorship.
- Immersive staff training in guest service, safety, and cross-functionality.
cost-effective, metric-driven
We believe marketing requires consistent action. Our efforts are always cost-effective and metric-driven. We identify specific target markets before we design a plan, making sure the measurable plan contributes to revenue growth.
And as people-first managers, we know superior guest service is always the best marketing tool!
Actionable Procedures
- Detailed market analysis of the competition to ensure marketing dollars target the right market.
- Rate analysis and clear rate structures, including discount plans.
- An annual detailed marketing plan that includes guest identification, rate structure, marketing expenses, and integration with related strategies.
- Maintain a database to ensure future contact and follow-up.
- Grand openings planned where appropriate.
- Direct sales overseen by MHI personnel for specific targeting of leisure and business markets.
- Advertising placed and approved by qualified MHI staff.
- Pursue promotional opportunities (FAM tours, media reps, trade shows, networking, partnerships, and conferences).
- Shopper calls to boost guest service agents’ ability to close sales.
- Regular pursuit of electronic media and sales opportunities (franchise/independent websites and third-party sales markets).
hands-on operational support
Monument Hospitality actively engages the operations team with frequent site visits. A member of the MHI team is on-site regularly and stays in touch daily via telephone and email.
What We Do On-Site
- Property visits for continual operational improvement. We notice details with “owners’ eyes”!
- Ongoing marketing review conducted via on-site visitation.
- Management consultation regarding monthly financial statements, safety procedures, training, and more.
- Inspections to verify investment care, safety, maintenance procedures, guest satisfaction, and team building opportunities.
informed, engaged, transparent
We provide you with personal service and keep you informed throughout the entire year.
Reports & Meetings
- Management contract clearly outlining services and fees.
- Annual Operating, Marketing, Capital Budgets, and Cash Flow Projections adjusted for the property.
- Monthly Managers’ Report comparing actuals to budget, including profit statement, cash flow projection, sales backlog, competitive rate analysis, and customized reporting as needed.
- On-call availability for owner concerns.
- Annual Meeting to review property performance against plan and budget.
thoughtful, practical, profitable
Monument Hospitality has a track record of operating profitable hotel restaurants. Food and beverage establishments increase guest satisfaction and profit for each stay. A full-service restaurant is a valuable amenity for any property.
Management Procedures
- Complete menu design considering placement, profitability, sales volume, and local customer base.
- Menu costing and clear control procedures.
- Continuous search for qualified staff.
- POS system selection, design, and setup for staff efficiency and customer satisfaction.
- Menu recipes and portion control to optimize profit.
purposeful partnerships to set you apart
We continually evaluate the competitive set and resulting property positioning. Franchise selection and maintenance play an important role in this. Monument Hospitality has experience working with both branded and independent hotels and restaurants.
Procedures
- Regular evaluation of the need for branding.
- Refurbishment as needed to comply with franchise standards.
- Ongoing property maintenance to reduce franchise-related issues.
- Making brand inspections generally routine and non-disruptive.
people-first is our principle
take your business to the next level
See how Monument Hospitality’s hands-on, people-first approach to hospitality management can strengthen your investment. Reach out today and start elevating your property.