1. Charter One Hotel & Resorts
Hotel Management * Consulting * Services Organization
30 years of Trusted Leadership & Results
2. ROLES (Franchise, Owner, Charter One, Property Team):
It’s sometimes confusing for an Owner to sort out the roles and responsibilities of all of the
various partners and relationships that are involved with your hotel. At a minimum, you
have a franchise partner, a management company, and a hotel property team.
3. Ownership functions like a board of directors. Charter
One team members will typically meet with Owners, as
needed ,during important projects and then will have a
regular monthly call to discuss goals, financial results,
and any other open issues. The Ownership group also
plays an important part in the review and approval of
the annual business plan for the hotel.
The franchise partner provides you with a flag, a branded product platform, and a reservation system. They will
hold you accountable for meeting the brand’s quality standards. The franchise will actively monitor the quality of
your product and the service delivery of your team. Your hotel will have to review a significant number of reports,
comply with ongoing and ever changing brand requirements, and meet standards during regular quality
assurance visits. Failure to meet the brand standards will result in fines, additional meetings, and other
complications. As an approved management company of the major franchises we will assist the team through this
The franchise will provide you with an excellent platform. However, they will have a nearly singular focus on
product quality, brand standards, and service delivery. They will not teach you how to operate your hotel and the
system alone will not typically generate enough sales to support the hotel. Also, the franchise will not be involved
in the management of your hotel property team nor will they be focused on the profitability of your hotel.
5. Property Team
The hotel property team will operate your hotel on a day to day basis. The daily operation of a
limited service / select service hotel involves a very fast paced environment with a small and
hopefully very efficient team. Limited service properties are attractive to investors because they
offer the potential to deliver greater returns via a smaller payroll and without the complications of
a full service food and beverage operation. However, the smaller limited service teams have many
demands and time constraints. Rooms must be cleaned, breakfast must be served, payroll must be
processed, rates must be adjusted, etc. Each of these activities represent critical deadlines that
must be met in a timely manner regardless of the volume of the hotel or the health and size of the
Without guidelines and a strong management company, many teams become overwhelmed. In
fact, a surprising number of the limited service properties that we analyze are losing money as a
result of poor internal controls, too much payroll, and team members that throw money at daily
problems without considering the impacts on month end NOI.
The vast majority of the limited service GMs that we interview (95%+) did not have a P&L at their
last hotel, were never taught to analyze the month end statements, and cannot forecast revenues
or expenses. Limited service GMs are capable of doing a great job of delivering the brand promise
and operating a hotel in a profitable manner. However, they need strong ongoing guidance from a
competent management company in order to make it happen.
6. CHARTER ONE – MANAGEMENT COMPANY
TRUSTED ADVISOR / SENIOR LEADERSHIP TEAM
Charter One will function as a Trusted Advisor’s for Ownership and as the Senior Leadership team for your hotel. Our
role as Trusted Advisor is to provide Ownership with strategic planning and candid feedback on the goals, outcomes, and
current potential of the asset. Our role as Senior Leadership is to provide the hotel property team with goals, training,
tools, operating models, and ongoing accountability to ensure that daily activity results in favorable monthly outcomes.
The Charter One team will be in regular ongoing contact with your team in order to lead, mentor, and drive outcomes
across all functions such as Sales, Revenue Management, Guest Services, Housekeeping, Engineering, Accounting,
Forecasting, and Human Resources. We will bring tools, technology, proven vendor relationships, leveraged buying
power, and much more to the table.
The Charter One operating platform involves heavy focus on efficiency, collaboration, and awareness of financial and
guest impacts. We heavily emphasize that our hotel property teams must lead and manage “in the day for the day” and
“in the month for the month” so that the month end financials reflect a consistent focus on flowing top line revenue to the
We will build your team, grow your team, and performance manage the team in accordance with the annual plan that we
will develop each year with Ownership. Charter One is responsible for executing the annual and monthly plans and
provides the senior level, multi-unit, business experience that the property team cannot provide but Ownership needs in
order to be successful.
Our motto is “Your Success is Our Success” and we work hard to create property teams that deliver.
7. Discover The Difference
To learn more on partnering with Charter One Hotels & Resorts:
Patrick Shine – VP of Development
941-527-8016 – Mobile
941-907-9017 – Ext 222