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Operations Philosophy
At Serene Lodging we take pride in our fundamental daily operational philosophy and in our "hands-on approach" to managing our hotels. We define "hands on" as property-level empowerment with tireless support from our corporate office. Both corporate and hotel team members develop a respect for and intimate knowledge of each property, the local community it serves, and the individual expectations of its clientele and associates.
At Serene, we employ a proactive customer service approach, recognizing that superior guest service is the key to profitability and lasting success.
Operations Overview
Our goal at Serene is to assure that all of our guests receive excellent service and prompt friendly attention that exceeds their expectations. To achieve this, we emphasize customer service, property cleanliness, and the safety of our guests and associates.
Customer service training of our associates is ongoing and consistent to help ensure that our guests receive exemplary service. We employ our own training methods, and leverage resources available through our partners and independent sources.
All of our properties are fully inspected twice a year by our senior level executives. Inspections review all aspects of our guest environment: guest room and public space cleanliness; the condition of furniture, fixtures and equipment; and the overall appeal of the hotel relative to its marketplace. Problem areas are identified, action plans are implemented, and follow-up inspections are performed immediately to correct substandard areas.
We work very hard at meeting the needs of our hotels' guests and at providing them with a safe, comfortable haven away from home. Our hotels follow strict guidelines regarding key control, cross training, associate development, and overall property awareness and safety.
A commitment to communication also is fundamental to our corporate culture and operations. We achieve strong communication ties with all our properties through frequent site visits, ongoing telephone contact, and statistical reporting on a daily, weekly, and monthly basis with regular follow-up. We also extend this commitment to our properties' owners and investors by encouraging them to communicate with our corporate staff as issues occur, at weekly property review meetings, via monthly financial reporting, and other venues.
Serene's Operational Objectives:
- Oversee the daily operations of our hotel portfolio.
- Provide corporate support to general managers, sales and marketing staff, and team associates in achieving the objectives of their respective day-to-day operations and decisions.
- Focus on results through careful budgeting and market analysis.
- Initiate corporate property and procedure inspections and audit results to keep properties focused on operational goals.
- Conduct regular manager meetings to keep all team members up to date.
- Provide extensive training and tools to further our associates' career path.
- Develop and initiate 'yield management' strategies in conjunction with property sales and marketing efforts.
- Install sound, ethical accounting practices at all hotels.
- Achieve superior guest service scores with the franchise community.
- Maintain a reputation as one of the most respected Management/Development Company in the Mid-Atlantic Region.
- Develop ongoing and flexible action plans for continued success.
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