DISTINCT COMPETITIVE ADVANTAGES
In the highly competitive environment of hotel management companies, distinct competitive advantages are the difference between success and failure. Ours are what sets O’Neill Hotels & Resorts Ltd.’s ONE Lodging Management apart from other hotel management companies.
PERSUADING AN OWNER/OPERATOR TO GIVE UP CONTROL ISN’T HARD GIVEN OUR TRACK RECORD.
We believe you, our Clients, want a better way to manage your hotel. Perhaps a more entrepreneurial approach to operational leadership? Long-term prosperity? Exceptional experiences for your guests? Or tangible benefits and opportunities for your employees?
Through our hotel management division, ONE Lodging Management, we are continually setting new standards in all of the above; it’s what sets us apart from other hotel management companies and consistently affirms what we are all about.
HOW WE INCREASE MARKET SHARE AND CREATE LONG-TERM VALUE
ONE Support Culture
Supporter Satisfaction is key because our people are at the heart of our success. The way our employees engage with our guests, each and every day, forms an emotional anchor—the basis of real loyalty. Loyalty is what drives repeat business; it determines the level of success that we can achieve as ONE company. And that’s the magic.
Our ONE support culture is where our 4,000 + talented Supporters are held accountable yet feel empowered and supported at the same time. It’s a culture that ONE Supporters embody and thrive within.
We’ve built our culture on ONE promises to our Supporters: to always encourage initiative, reward success and promote from within. Relying on decades of experience, we know that treating our Supporters as we want them to treat our guests is a win-win solution.
We began measuring Supporter Satisfaction in September 2016. Armed with this new information, we will continue to work collaboratively by forming plans with our hotel teams and make O’Neill Hotels & Resorts Ltd. an even better place to work and build a career.
Approved Manager of the World’s Leading Brands
O’Neill Hotels & Resorts Ltd.’s management division, ONE Lodging Management, oversees all O’Neill Hotels & Resorts’ properties under contract. To date, ONE Lodging Management is the approved manager of 22 different brands within the Marriott, Hilton, and IHG brand families.
ONE’s distinct support culture sets it apart from the rest. It’s uncommon in the business of hospitality management to have a well-defined and evolved culture. Ask any of our partners and they’ll tell you that we work as ONE to complement the brands with which we partner.
Consistent Above Market Performance
Persuading an owner/operator to give up control isn’t hard, given our track record.
There are many reasons why O’Neill Hotels & Resorts Ltd. and its management division, ONE Lodging Management is invited in to manage a hotel. Perhaps there is a property change, either a purchase or sale; some kind of change in dynamics of the ownership structure; or the brand franchisor requires an experienced 3rd party management company to operate the hotel—that’s where ONE Lodging Management steps in. Feedback from our clients tells us that we don’t just perform well; in fact, in the vast majority of cases, we are growing revenue and profitability faster than the market.
National and Regional Operations Support Teams
O’Neill Hotels & Resorts Ltd.’s operational methodologies uniquely adapt to any type of hotel property, regardless of the brand flag, location or service category. With over 20 years in hotel operations, we know success. We also know that a hotel starts with the effectiveness of your people.
Led from the top, all O’Neill Hotels & Resorts Ltd. divisions share a common vision: To excel in Hospitality Management Service. Our professional, dedicated team delivers this vision through a Culture that encourages initiative-taking, rewards success and promotes Supporter (employee) effectiveness.
Powerful Distribution and Revenue Management
Upon a hotel being transitioned to O’Neill Hotels & Resorts Ltd. and subsequently, our management division, ONE Lodging Management, most hotels prefer our team to take over revenue management rather than letting it remain with the brand. Each ONE Lodging Management Revenue Manager works directly with their brand flag’s global distribution system to develop online channel partner relationships. Each Revenue Manager ensures their assigned hotels are competitive by taking advantage of market compression, maximizing average daily rate and growing RevPAR at a lower cost and making sure that every booking is realized.
Our track record and RevPAR are exactly why ONE is the approved brand manager for so many of the world’s top hotel brands.
We attribute this success to better overall management –we are smarter and better than the competition by:
- Making sure our revenue management is on point
- Providing competitive rates during slow periods, and drive rates higher during demand periods
- Generating daily (sometimes hourly) reports, evaluating our rates and comparing our position
- Aggressively and creatively participating with all approved third party vendors to drive additional room nights into our hotels
Effective Sales and Marketing Support
Our Marketing and Sales teams work to maximize revenue delivery to you through participation in most of our brand partner offers.
For instance, all our Hilton hotels participate in “Stop Clicking Around”, which entices customers to book directly through the hotel’s website rather than an OTA. All Hilton brands in 2016 started this initiative—offering member discounts on room rates by booking directly through its brand website. Marriott too offers arguably the best incentive program via their Marriot Rewards to which each of our Marriott family brands participate.
While we prefer our business to book directly, our Sales and Marketing teams constantly do promotions and roll out new programs with Expedia Travel Ads, which we have used across most our of brands.
To ensure all members of our Sales team are well-versed on current sales strategies and techniques, in 2016 we implemented a training hotel property whereby every new salesperson goes through an intense three-day program to learn about ONE Lodging Management Sales’ Ways & Practices.
Power of ONE Integrated Service Offering
We believe that our clients want a better way.
Join O’Neill Hotels & Resorts Ltd. and you’ll enjoy more efficient hotel operations and a better bottom line. Through our management division, ONE Lodging Management, we’ll provide you with senior management leadership and individual coordinators that will guide you through the appropriate steps to ensure you’re on the right track. Sharing information and knowledge between core executive teams is key to transparency and fiscal accountability.
Because your time is highly valuable, we have designed a method that streamlines our transition into ONE Lodging Management’s services in a cohesive, efficient and effective process. You can focus on what’s important to you, and we can handle the rest.
Award Winning Service, Outstanding Excellence
Our business success is directly attributable to our Supporter (employee) Satisfaction. Although our Guest Satisfaction Index (GSI) is the leading indicator for other measures of success such as revenue, profitability, and market share; our Supporter Satisfaction Index truly measures our company’s success. It’s because our Supporters are at the heart of O’Neill Hotels & Resorts Ltd. And because of our Supporters, most all of our hotels run above the brand average in GSI. Our Supporters form an emotional anchor with our guests—the basis of real loyalty. That loyalty results in award-winning service, outstanding excellence, and improved market share.
And that’s the magic.
Proven Recruitment and Training Programs
Our People Support teams work in partnership with the world’s top hotel brands to provide comprehensive training, tools, and resources to each O’Neill Hotel & Resorts Ltd. managed hotel. Our People Support systems are highly effective in attracting external talent and in retaining and leveraging internal talent. Created for and executed by our Supporters (employees), our ONE Ways & Practices are fully engrained in each of the hotels we manage.
O’Neill Hotels & Resorts continues to be recognized as an Employer of Choice. We have accomplished this distinction by providing:
- Positive work experience
- Opportunities for growth
- Personal and professional development
- Quality leadership at every level
- ONE culture, where people are held accountable yet feel empowered and supported at the same time.