STARWOOD 酒店集团总经理的角色THE ROLE OF GM.pptVIP

The General Manager’s role in owners relations Your role in the Starwood strategy Starwood wants to be “Asset Right”: to have a healthy balance between owned and managed hotels This seems to be the wave of the future for international management companies This means that we will be seeing more and more management contracts within Starwood As this happens, the money for Starwood will be in fees from management contracts rather than from real estate This makes your job as manager even more important What do Owners want from a Management Contract? Owners want a steady, reasonably predictable income stream Owners want certainty and no surprises Owners want their hotels to be run as efficiently as possible, with operating expenses kept to a minimum Owners want value for their money and more “bang for their buck” for the fees they pay us Owners want as much control over the operations as they can get In the past, owners didn’t know very much about hotel operations. Now they hire people who may know a great deal about it (ex-hotel executives, e.g.) What do Owners want from a management contract? (cont.) Owners want the operator to be the best among its peer group/competitive set. They want the best management they can buy on the market. Owners want to see protect and increase the value of their asset Owners want Operators to safeguard their reputation and do nothing to damage it What do we as Operator want from the management contract? A friendly, reasonable, rational, understanding owner! No undue interference, no second guessing us An owner who abides by the terms of the management contract Fees paid on time To be able to exercise the discretion we are granted under the terms of the agreement Support for necessary capital improvements No “chipping away” at fees The most frequent causes of conflicts between Owners and Operators Disagreement over who is responsible when accidents happen (the negligence issue) Use of Replacement Reserve Owners withholding payment of fe