FOCUS SERVICES
Below are the main focus areas of Inn management and consulting at Hiler Hospitality. Each of these areas is taken into account when performing an analysis of a property and many considerations of these items may overlap (but are not limited to) our Inn Management and Consulting Services.

Operations: Oversee and perform day-to-day management of the Inn with a focus on guest service and property maintenance.  Our goal will be to improve on the existing ambiance, style, character and physical plant of the Inn, where necessary, while strengthening the internal systems. 

Business Planning:  Develop a budget and financial plan, and implement reporting systems for periodic review of progress against the budget and plan.  Evaluate existing cost controls in labor, food and beverage, and variable and controllable expenses.  Identify need areas and devise and implement an approach to reduce costs.

Marketing: Review print advertisements, including brochure, rack cards, and other media marketing, recommend improvements, and identify and retain professionals to assist in this effort.  Review status of email capture and email marketing, and provide suggestions as to improvements as needed.  Develop marketing packages.

Website:  Review current website to define needs, recommend site enhancements or web redesign, and refer to appropriate web professionals.  Review current web tracking results and refer to web-marketing professional to develop a comprehensive internet strategy.

Staffing:  Review current staffing model and recruit staff as needed, including implementing search, review of resumes, hiring, and training.  Revise or implement training and policy manuals.  If needed, update or develop job descriptions for all current staffing.  Create effective training techniques and devise appropriate scheduling.

Front Desk Systems:  Review current front desk systems for phones, accounting, reservation software and online reservations.  Analyze financial tracking and reporting systems and set up proper procedures for taking and inputting reservations, web-based availability updating, email confirmations, and daily financial reporting.

Review and Repositioning of Physical Assets:  Review the Inn’s rooms for form, function, and marketing purposes, including adherence to industry standards (AAA, Select Registry), utility and décor.  Make general design recommendations for current configurations.  Work with owners to develop a plan for renovation and repositioning of the physical assets.  In expansion situations, work with Innkeeper to review feasibility and establish timing and marketing goals.

Ancillary Services: Review and make recommendations with respect to all ancillary services provided by the Inn, including current and future amenities, services provided to guests (massage, spa, room service, flowers, wine and gifts).

Food Service Operation:  Review Bed and Breakfast service guidelines, menus, food preparation, and food purchasing plans.  For Full Service Inns, perform a complete review of both front and back of the house systems, staffing, food costs, theme and menu planning, function business, liquor and wine lists, and all operations of the dining room.  The goal would be a profitable food service operation consistent with the Inn’s style.