Total $0.00


Define Strategies for Long-term success

By Gerry Chase, President and COO, New Castle Hotels & Resorts

We are fortunate to work with some of hospitality’s most respected ownership groups, and over the years, we’ve learned a lot from each other about what makes an effective hotel owner/manager relationship.

Certainly, delivering great bottom line results will make for a successful partnership, but here are a few other tips to pave the way for a smooth ride.


Be transparent:  Make sure you have systems in place that allow you to easily share your successes and your shortfalls.  Get good at being accountable.  If something goes sideways, own it, and present a plan to avoid the problem going forward.

Be Timely:  From smart phones that help us run our entire lives, to TV on demand, we’re accustomed to getting what we want when we want it, so don’t make an owner wait for information.  Whether it’s the monthly revenue report or an emergency situation, keeping ownership in the loop boosts your credibility.

Insist on clearly defined goals:  Owners’ priorities can vary tremendously.  Don’t assume you know what’s important to them.  Of course, they want to make money, but are they looking to achieve that through transient market share shifting?  Making a bigger play for group business?  Is there work to be done on elevating guest satisfaction scores?   Are costs out of whack?  Is the online reputation being managed effectively?  Be sure you have agreed-upon goals for achieving the big-picture objectives.


Insist on clearly defined goals:  This is so important, it bears repeating.  Setting the right goals is hard work, but if you invest the time and energy to collaborate on defining several strategic goals, rather than 100 small, tactical goals, you will be rewarded with long-term success.  Remember that there are numerous routes to the same destination, so make sure that you and your management team are using the same set of directions. 

Focus on things that will make a difference:  You’ve worked hard to select the best operator for your hotel, and you have clearly defined goals, so now it’s time to take a step back and let them sweat the details.  If you see a big opportunity, it’s essential that you share it, but even the best GM will lose focus with daily input from both ownership and the management company.  Count on your well-chosen management company to guide the GM on achieving the strategic goals that have been set out.   

Create and support an affirmative property culture:  It may be difficult to measure a hotel’s culture, and even more difficult to measure improvement, but make no mistake that it contributes heavily to achieving those goals you can measure.  Start by choosing a management company whose culture closely aligns with yours and establish benchmarks to assure that the culture is being defined and built to reflect your business values.  If your own company culture is not well defined, choose a management company you’d like to emulate and get an extra bang for your management fees.

Managing a hotel is a partnership between the hotel owner, the management company and the property management.  In all partnerships, there will be occasional misfires, but the best always find a way to realign for the success of the business.  Choosing a management company that is receptive to the hotel owner’s leadership and transparent about executing on agreed-upon strategies, will help ensure both short and long term success for the investors.

About New Castle Hotels & Resorts

Shelton, Conn.-based New Castle Hotels & Resorts is an award-winning, independent, third-party hotel manager, owner and developer with 20 hotels and resorts and nearly 3,500 rooms under contract or in development.  New Castle’s growing portfolio of hotels spans 10 states and two Canadian provinces and includes several of Canada’s historic landmark resorts.  The privately held company was established by CEO David Buffam in 1980 and consistently ranks among the top hotel management and development companies in North America, serving the United States and Canada.  New Castle is a preferred operator for diverse brands within the Marriott, Hilton and Starwood families. For additional information, please go to

Contact: Lauralee Dobbins / 856-979-8929

Related News

New Castle President and COO Gerry Chase to Retire From Company After 30 Years

New Castle Hotels & Resorts Names Didier Dolivet as General Manager of Westin Prince Toronto

New Castle Hotels & Resorts Adds Westin Prince Toronto to Management Portfolio

New Castle Hotels & Resorts Names Joseph Dadiego General Manager of The Westin Portland Harborview

New Castle Hotels & Resorts Names Stephen Borecki General Manager of Fairfield Inn & Suites New Orleans Downtown French Quarter Area

New Castle Hotels & Resorts Promotes Anna Barker to Vice President Corporate Accounting

Choice, RREAF Holdings and New Castle Break Ground on New Cambria Hotel in Charleston, South Carolina

New Castle Doubles Down on Dual Brands with New Developments in Canada and Jekyll Island, GA

Westin Portland Harborview Names Mary Weisheit Spa Director for New Artné Spa

New Castle Hotels & Resorts Appoints Julian Buffam as Director of Business Development

New Castle Hotels & Resorts Names Kevin Runner General Manager of the Westin Jekyll Island

New Castle Hotels & Resorts Promotes Alex Lugo to General Manager of Hilton Lexington

New Castle Hotels & Resorts Appoints Trevor Stratton General Manager of Hampton Inn & Suites Jekyll Island

Changing It Up: Critical Considerations for Hiring the Best Third-Party Manager for Your Hotel

New Castle Promotes Charles Snyder to Vice President of Acquisitions and Development

New Castle Promotes Jeremy Buffam to Vice President Capital Projects and Facilities

Old School Truth in a Tech-Focused World

The Glass Half Full -Getting the Most from Your Select Service Hotel Bar

Essential Tips to Ensure a Smooth Management Transition

Beyond Tonight’s Occupancy What Every Great Hotel GM Knows

All News »

Please login or register to post a comment.