Tecton Hospitality Focuses on Associate Morale,
Ownership Satisfaction; Exports Accuracy and Efficiency Gains of Centralized
Accounting to Boutique Environment |
September 30, 2002 - When hotel company owner
Richard Millard sees a door opening, he�s quick to step inside and � in
this case � into a world of warm, Italian décor where triangular
dishes with a bone-china feel are used in outlets featuring Mediterranean
food and beverage standards. The bar is set with unusually patterned
glassware, and managers put out orange flowers because �it�s that kind
of a day.� In other words, Millard and his 18 year-old management
firm, Tecton Hospitality, stepped into the creative, personal, and lucrative
boutique hotel market, and are already emerging as one of that segment�s
most successful players.
�This is a
specialized market some hotel operators would stay away from, but it allows
you to be creative,� explained Bob Sassani, general manager of Tecton�s
boutique property, The Wave Hotel, on Miami�s famous South Beach.
Sassani, a 20-year hotel veteran who joined Tecton two years ago and is
enjoying his first foray into boutiques, relies on Tecton�s Web-based,
centralized back-office accounting system to keep property expenses down,
and to help The |
The Wave Hotel
350 Ocean Drive
South Beach
Miami, Florida
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Wave�s associates focus on the property�s main revenue
stream: repeat business.
�Our core revenue is repeat business. We
bring guests back by cultivating relationships and by taking care of them
with style,� said Sassani, who spends seventy-five percent of his time
walking around property wearing khaki�s and a polo shirt. He permanently
removed his sports coat after a guest once said it �made him nervous.�
Citing examples from the night audit and maintenance departments, Sassani
explained The Wave�s� associates are able to manage themselves and spend
more time with guests by accessing reports built with data from the back-office
system.
�We use our reports every single day with purchase
orders for maintenance. When our engineer has the monthly report in his
hands and knows he has $100 to spend on light bulbs, it precludes him taking
time to make an unreasonable request, and frees him to serve a guest.
Or during the budgeting process, each month every manager gets a printed
report of checkbook expenses per department. If their budget of $100
for purchases of china, glass, and silver is based on $1,000 in sales that
month, and mid-month we see we will miss revenue by 10%, we have time to
cut back on expenses. Our managers don�t have a thousand reports
to read; at our weekly staff meetings they can see what they�re doing day
by day.� Sassani said efficiency gains are translated into one-on-one
guest impact, because that is the Tecton corporate culture.
�Our staff goes out of its way to take care of
people,� Sassani observed. �One of our housekeepers was asked by
a guest where he could go on property to buy a pack of cigarettes.
When she explained that we did not sell cigarettes in the hotel, and the
nearest store was two blocks away, she noticed the guest seemed disturbed.
She knew what type of cigarettes he smoked because she cleaned his room
that morning. So she took the initiative to leave the hotel and walk
down to a deli where she bought his cigarettes, then delivered them to
his door. When we received the guest�s letter of thanks, one of Tecton�s
corporate officers came to the hotel personally to reward our housekeeper.
That is the kind of service only a boutique can provide, and it makes a
lasting impression.� Boutique hotels were invented in the early
1980s and have multiplied to become a major hospitality segment based on
unique design and the ability to provide guests with personalized service.
On a personal note, Sassani also said that during
his two decades in the hotel business, �No employer has been more supportive.
I came to The Wave in November 2001, the day after Thanksgiving during
the post-September 11 quiet period. Our first real heavy sell out
was New Year�s Eve, and we were managing it day by day. On Sunday
afternoon, December 30th, I got a call from my family in Pennsylvania that
my father was seriously ill, and I should come home. Within an hour
my supervisor, the president of Tecton, and the head of human resources
all called to offer me rides to the airport. After my father passed
away, I stayed home until the middle of January to help settle family matters,
and during that time Tecton�s executives checked with me daily to see if
I needed cash advances for the funeral and other details. I was not
a 20 year general manager with them, but they treated me like I was part
of their family.�
With that legacy of valuing relationships, and
four successful boutique hotels in its portfolio of 14 limited- and full-service
properties, Tecton is creating a new division to oversee its boutique properties.
It operates both the boutiques and larger brand affiliated hotels with
a high standard of owner satisfaction.
Lee Lyndes, Tecton�s vice president of finance,
said, �We are the liaison between management at the properties and our
owners, most of whom are looking for information that is accurate and timely.
We also provide customized reporting.� Lyndes noted Tecton uses Aptech
Computer Systems Inc.�s Profitvue® central
back office financial system at corporate headquarters - where two people
run all the financials. Eleven of Tecton�s properties use Aptech�s
Web-based Webvue® application to key operating
numbers into an Internet screen that instantly posts them to the Tecton
Profitvue corporate system for evaluation and consolidation at a fraction
of the cost. Lyndes listed the three-fold benefits of this arrangement:
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Tecton�s centralized accounting provides consistency
to all properties regardless of the brand or flag, which ensures uniformity,
increases quality, and allows cross training. When associates travel
among Tecton�s hotels, they are able to get right to work.
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Real-time central accounting lets Tecton print daily
operating reports, make weekly payable check runs, and generate monthly
financial statements with profit and loss reports for owners.
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Tecton can quickly provide consolidated financials
for owners who invest in multiple properties in different states.
Business Intelligence Will Add Teeth To Proposals
Lyndes,
who took a seven year break from the hospitality industry to head up a
music production company, said the company is also evaluating a business
intelligence tool named Execuvue® from Aptech. �This is a financial
analysis application that can evaluate and graphically display the numbers
from all our existing properties to spot trends and relationships.
In meetings with potential investors and owners who ask how something like
a property renovation will affect the bottom line, Execuvue will allow
us to drill down through our model and show underlying data. It gives
us the details to add teeth to our proposals.�
At the end of the day, Lyndes observed, it is
attention to detail - whether through the right application of the best
technology or through a commitment to each of Tecton�s 1,100 employees
- that has given rise to what is internally called the �Tecton feel.�
�This business tugs at your heart strings,� said Lyndes. �I am at
Tecton because I know Richard Millard�s commitment to the line employee,
to the associate who cleans our guest rooms, to the associate who stands
in front of the guest. It is that intangible quality that not only
retains management and associates, but stimulates our repeat business,
as well.� And that bodes well for the boutique division.
About Tecton Hospitality
Tecton Hospitality is a Miami-based hotel management
firm that provides innovative management services and solutions to owners
and operators of nationally recognized hotel franchises, independent properties,
luxury and boutique properties, and restaurants in the United States and
Caribbean. Tecton�s executives have more than 80 years of combined
experience in hotel operations. The company�s hotel portfolio consists
of established brand names, including Sheraton, Courtyard by Marriott,
Residence Inn by Marriott, Ramada, Crowne Plaza, Hampton Inn, Holiday Inn,
Comfort Inn, Days Inn and Howard Johnson, as well as several luxury and
boutique properties.
About Aptech
Aptech Computer Systems, Inc., a leading provider
of business intelligence and financial software and services, is known
for valuing human relationships and evolving technology offerings as the
market dictates, a commitment that has earned the company100% customer
loyalty of its 700 users over the last three decades.
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