Rajesh ShendgeRajesh Shendge

Vice President Vice President

Alliance Hospitality Mgmt.Alliance Hospitality Mgmt.

Great Customer ServiceGreat Customer Service

A Diamond member staying at Hampton A Diamond member staying at Hampton Inn Akron called the front desk and said, Inn Akron called the front desk and said, "Excuse me, sir, I've got a leak in my sink." "Excuse me, sir, I've got a leak in my sink."

Well trained Guest Service Agent at the Well trained Guest Service Agent at the front desk replied, "Oh, okay, go ahead, front desk replied, "Oh, okay, go ahead, but most guests just use the toilet." but most guests just use the toilet."

Things to rememberThings to remember

SOP-Standard Operating Procedures SOP-Standard Operating Procedures MOD- Manager On DutyMOD- Manager On Duty PM- Preventive MaintenancePM- Preventive Maintenance CPOR- Cost Per Occupied RoomCPOR- Cost Per Occupied Room DLR- Daily Labor ReportDLR- Daily Labor Report GOP – Gross Operating ProfitGOP – Gross Operating Profit NOI- Net Operating Income NOI- Net Operating Income

Under the Bed Under the Bed At Fairfield Inn AustintownAt Fairfield Inn Austintown

Because of old routine, each night Ms. Because of old routine, each night Ms. Connie Breen lie on the floor and do Connie Breen lie on the floor and do exercises. Once when she stopped at FFI exercises. Once when she stopped at FFI Austintown, as she started her exercise, Austintown, as she started her exercise, something under the bed caught her eye. something under the bed caught her eye. It was a card, on which was written It was a card, on which was written

"Yes, This is Alliance’s property "Yes, This is Alliance’s property and we do clean under here, too."and we do clean under here, too."

Operations AuditOperations Audit Room cleanlinessRoom cleanliness Franchise and Alliance standardsFranchise and Alliance standards Physical condition of PropertyPhysical condition of Property Protect Planet ImplementationProtect Planet Implementation Mattress rotationMattress rotation Cleanliness of filtersCleanliness of filters PM – Major and roomsPM – Major and rooms Thermostat settingsThermostat settings Pool and Hot tub water temperaturePool and Hot tub water temperature FnB costFnB cost AR / Safety / S&M / AR / Safety / S&M /

Utility ControlUtility Control ENERGY / UTILITY POLICY / Energy CommitteeENERGY / UTILITY POLICY / Energy Committee Policy:Policy: The objective of the Energy Conservation Program (ECP) is to conserve The objective of the Energy Conservation Program (ECP) is to conserve

energy, water, and sewerage by eliminating waste through education, energy, water, and sewerage by eliminating waste through education, communication, awareness, participation, and use of sound technology. communication, awareness, participation, and use of sound technology. The program is designed to increase profitability through cost avoidance The program is designed to increase profitability through cost avoidance and bring increased value to the Owners. and bring increased value to the Owners.

It is the policy of Alliance Hospitality, Inc. that the ECP be implemented and It is the policy of Alliance Hospitality, Inc. that the ECP be implemented and maintained in accordance with the Energy Policy. Both the General maintained in accordance with the Energy Policy. Both the General Manager and Director Of Operations are responsible for ensuring the Manager and Director Of Operations are responsible for ensuring the observance of this policy and, as a result, should be able to:observance of this policy and, as a result, should be able to:

State the Alliance standards relating to energy management.State the Alliance standards relating to energy management. Evaluate areas of the hotel that have an impact on energy savings.Evaluate areas of the hotel that have an impact on energy savings. Identify possible utility and energy saving programs.Identify possible utility and energy saving programs. The use of energy conservation techniques saves money and helps foster The use of energy conservation techniques saves money and helps foster

financial success.financial success.

Utility ControlUtility Control   Alliance Energy Savings StandardsAlliance Energy Savings Standards

Summer Summer    Guest Room76Guest Room76FF

Meeting Room76Meeting Room76F (1 hour before meeting)F (1 hour before meeting)Breakfast Area Off except 76Breakfast Area Off except 76F between 6am to 10amF between 6am to 10amMain Lobby76Main Lobby76FFCorridors OffCorridors OffVending Area76Vending Area76FFAdministrative Office76Administrative Office76FFSales Office76Sales Office76FFStorage Rooms OffStorage Rooms OffElectrical Room OffElectrical Room OffBoiler Room OffBoiler Room Off

Preventive MeasuresPreventive Measures

Preventive Measures starts at first Preventive Measures starts at first impression of property…impression of property…

First impression starts with striking First impression starts with striking

Landscaping…Landscaping…

True story at Hampton Inn KentTrue story at Hampton Inn Kent

Q: How does a blonde landscaper Q: How does a blonde landscaper kills an earthworm? kills an earthworm?

A: She buries it.A: She buries it.

Preventive MeasuresPreventive Measures Mattress RotationMattress Rotation PTAC filtersPTAC filters Oiling of small motorsOiling of small motors Roof top units motors and filtersRoof top units motors and filters Condensation unitsCondensation units Pool unit motors and filtersPool unit motors and filters Pool humidifier and heatersPool humidifier and heaters Caulking around tub, toilet and sinkCaulking around tub, toilet and sink Strategic placements of thermostatsStrategic placements of thermostats Ice machineIce machine Furniture touch upFurniture touch up Hood cleaningHood cleaning Carpet spots & Mr. PatelCarpet spots & Mr. Patel

Preventive MaintenancePreventive Maintenance MAINTENANCE CHECKLIST TECHNICAL ASSISTANT TO REVIEW ON EMERGENCY VISIT OR AT REGULARLY SCHEDULED QUARTERLY VISIT TO PROPERTY PROPERTY NAME & LOCATION________________________________________ INDOOR POOL Last Date Performed 1) Dehumidifier Filters – Change Every 2 Weeks _____/____/_______ 2) Dehumidifier Coil – Clean Every 6 Months _____/____/_______ 3) Humidistat Control Setup – 45 % _____/____/_______ 4) Pool Water Temperature- Maintain at 82 Degrees-There is a minimum of a 2 degree difference between air and water temperature with the air being the higher _____/____/_______ CENTRAL A/C UNITS Last Date Performed 1) Number of Units & Location_____________________________ _____/____/_______ 2) Filters – Replace Every 2-3 Months or as needed _____/____/_______ 3) Outside Coils – Clean as filters replaced or as needed _____/____/_______ 4) Belts – Check for Stretching and Dryness when filters replaced; Replace when necessary _____/____/_______ CENTRAL EXHAUST Last Date Performed 1) Check belts for stretching and dryness every 3-4 months. Replace as necessary _____/____/_______ 2) Clean grills, fan blades, air fins, and motor when checking belts. _____/____/_______ 3) Lube Motor if required every 6 months _____/____/_______ ICE MACHINES Last Date Performed 1) Number of machine & Location__________________________ _____/____/_______ 2) Clean Coils Monthly with Manufacturer’s Recommended Cleaner Only _____/____/_______ 3) Air cooled machines – clean weekly; check filter biweekly _____/____/_______ 4) Clean bin – clean weekly; check filter biweekly _____/____/_______ 5) Replace Granular Water Filter Pack Every 6 Months _____/____/_______ 6) Drain into drainpipe only. Do Not Drain Onto Floor. Check Daily _____/____/_______ HOTWATER TANKS Last Date Performed 1) Number of Circulating Pumps & location __________________ _____/____/_______ 2) Add 3 to 4 Drops of oil to circulating pumps monthly _____/____/_______ LAUNDRY Last Date Performed 1) Check belts on washers and dryers every 3-4 months. Replace as Necessary. _____/____/_______ 2) Remove lint from behind dryers, around door seals, and all sensors Weekly _____/____/_______ 3) Clean outside exhaust biweekly or earlier if needed _____/____/_______ FIRE & SAFETY Last Date Performed 1) Check all fire and safety inspection tags semi-annually _____/____/_______ 2) Check exit light bulbs weekly, biweekly, and monthly _____/____/_______ 3) Emergency lights to be checked quarterly _____/____/_______ 4) Check guest room smoke detectors quarterly _____/____/_______ 5) Check corridor and attic detectors quarterly _____/____/_______ 6) Check tempering valve and sprinkler system tag quarterly _____/____/_______ 7) Conduct fire drill semi-annually _____/____/_______ __________________ __________________ __________________ __________________

Preventive MeasuresPreventive Measures

How SWINE FLU really spread andHow SWINE FLU really spread and

how to avoid it ???how to avoid it ???

Don’t do this ======Don’t do this ======>>>>>>>>>>>>

No no no no noooooo….No no no no noooooo….

Cost ControlCost ControlFixed and Variable Fixed and Variable VariableVariable – –

Labor Labor Operating Expenses Operating Expenses UtilityUtility

Fixed –Fixed – Bill boardsBill boards InsuranceInsurance TaxesTaxes

Cost ControlCost ControlLabor…Labor…

1.1. Front Desk – One GSA per shiftFront Desk – One GSA per shift2.2. Housekeeping – Maid minutesHousekeeping – Maid minutes3.3. Laundry operationsLaundry operations4.4. Cross training Cross training 5.5. Break fast personal Break fast personal 6.6. Maintenance / Security / Van runMaintenance / Security / Van run7.7. GM jumping in as and when neededGM jumping in as and when needed

in all departments.in all departments.

Ratio of Revenue to labor expensesRatio of Revenue to labor expenses

Cost ControlCost ControlOperating ExpensesOperating Expenses

1.1. Front desk office supplyFront desk office supply2.2. Night audit on hard driveNight audit on hard drive3.3. Break fast items Break fast items 4.4. Housekeeping operating supplyHousekeeping operating supply Guest SupplyGuest Supply Room amenitiesRoom amenities Cleaning supplyCleaning supply Laundry supplyLaundry supply

Ratio of Revenue to Operating expensesRatio of Revenue to Operating expenses

Alliance’s Action PlanAlliance’s Action Plan Action ListAction List Hotel Name & Location: _______________________Date: __________________General Hotel Name & Location: _______________________Date: __________________General

Manager :__________________Manager :__________________

Action items…Action items…11223344

Description of Item Requiring Correction Deadline VerificationDescription of Item Requiring Correction Deadline Verification I hereby certify that I understand the above items requiring correction and further I hereby certify that I understand the above items requiring correction and further

assure that said items would be corrected in their entirety on or before the above assure that said items would be corrected in their entirety on or before the above referenced deadline. Failure to complete this list in timely manner shall be referenced deadline. Failure to complete this list in timely manner shall be considered as failure of my job performance.considered as failure of my job performance.

Received ByReceived By: _______________ _______________ ____________: _______________ _______________ ____________Issued ByIssued By: : _______________ _______________ ________________________ _______________ _________ NameName

Position Position Signature Signature NameName Position Position Signature Signature

Guest SatisfactionGuest Satisfaction

OSAT OSAT SALTSALT GSSGSS GSTSGSTS MadeliaMadelia

Guest SatisfactionGuest Satisfaction

Service at check inService at check in Service at check outService at check out Professional appearance and attitudeProfessional appearance and attitude Knowledge of property and areaKnowledge of property and area Response to guest needsResponse to guest needs Clean and comfortable Clean and comfortable

accommodationsaccommodations

Sales and MarketingSales and Marketing Rate ManagementRate Management Yield ManagementYield Management Supply and DemandSupply and Demand Hurdle pointHurdle point Flow Through roomFlow Through room GRCGRC PACEPACE WSPRWSPR STARSTAR Competition SetCompetition Set Market VisionMarket Vision

Do not forget …Do not forget … Daily e mail …Daily e mail … Daily Labor ReportDaily Labor Report Maid MinutesMaid Minutes Room PMRoom PM Major PMMajor PM Periodic and year end forecastPeriodic and year end forecast Bank depositsBank deposits A/R , A/P and AS-IA/R , A/P and AS-I GOP calculationsGOP calculations NOI NOI

Holiday Inn Mansfield Holiday Inn Mansfield LobbyLobby

Check In…Check In…

Manish Checking in…Manish Checking in…

Manish: I'd like a room, please. Manish: I'd like a room, please.

Nicky -Hotel Receptionist: Single, Sir? Nicky -Hotel Receptionist: Single, Sir?

Manish : Yes, but I am engaged. Manish : Yes, but I am engaged.

Thank you …Thank you …