Growing Profitability through Operational Excellence

Whether the lodging asset is considered luxury or economy, Charlestowne Hotels provides comprehensive operations management to attain optimum performance and maximum value through a potent combination of accurate financial reporting, strategic capital planning, aggressive sales and marketing, and a hands-on management approach.

Operations Management

General Management
Recruit, supervise, and evaluate performance of General Manager.

Fill and/or evaluate all positions with the General Manager to identify improvement opportunities.

Property Management System
Evaluate, and if needed, research options and make purchase recommendations to owner. Assist system vendor with coordination of installation and training.

Operating Procedures
Evaluate any existing standard operating procedures (SOPs), recommend changes as needed, and coordinate with General Manager the implementation of new SOPs.

Green Initiatives
Determine the appropriate “Green” initiatives program to implement throughout the property and use the state’s Hospitality Association’s Green Operations guideline to benchmark for Green Operating Certification.

Guest Experience
Review the arrival and departure processes, property-wide guest services, as well as the amenities offered to determine efficiency and to make recommendations for improvements.

Guest Feedback
Implement “Instant Comments” – an innovative and unique proprietary system for capturing and managing guest comments as they occur, as well as a robust online reputation management program.

Review current staff training procedures and recommend changes and/or implementation of additional programs with particular focus on guest privacy, key control, and guest conflict resolution.

Introduce AAA guidelines based upon rating goal of the property. Integrate these guidelines with any other training programs needed for guest touch-point staff.

Implement “Finding Revenue Every Day” – a training program for the front of the house staff.

King Charles InnKing Charles Inn
HarbourView InnHarbourView Inn

Property (Product) Evaluation

Review the quality levels of the existing physical plant and develop a Product Improvement Plan based on the recommended positioning goals.

Expense Controls:

Review schedules and staffing levels compared to business demands, and implement efficiencies to reduce labor costs where possible.

Energy Consumption
Review conservation efforts and execute procedures and improvements to reduce consumption.

Evaluate the ordering of operating supplies, shop vendors for competitive pricing, onboard the hotel into the company’s procurement platform, and enact an effective process for reconciling and approving invoices.

Review labor cost management, conduct room inspections, analyze the use of cleaning chemicals, evaluate choice of linen and terry, and determine par inventory levels.

Preventative Maintenance (PM)
Evaluate PM programs for all HVAC, refrigeration, kitchen, and life safety equipment (extinguishers, sprinklers, alarms, etc.) in order to implement upgrades as needed.

Room Care Program
Review existing Room Care program, if any, to recommend program improvements that assure regularity of room care and condition quality.

Evaluate the quality of the current grounds keeping, including all exterior/interior signage and lighting, to recommend curb appeal improvements.

One size does not fit all…

Our approach is bespoke; our results are consistent. Our properties are recognized as much for their individuality as for their performance. In other words, we tailor our management to deliver the best results for your asset.

Find out what we can do for you

Recent Blog Highlights


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