- Jeffrey Gitomer
An extraordinary hotel experience begins with the initial customer contact and continues until the moment the guest leaves. When they have a positive experience, they return time after time. The high rate of return and referrals of Hallmark guests consistently proves this point.
Well-trained and focused employees are at the core of this service level, and HHS staff can provide the training and operation plan to achieve high-quality customer service.
Documented operation methods provide employees a clear picture of their assigned tasks, and demonstrate management’s expectations while teaching and reinforcing the culture of customer-first service. This instills a sense of shared ownership and accountability throughout all departments. There is a sense of pride that comes when operating at the highest level of service standards.
- Operations Systems
- Reservation Methods
- Operations Reports
- Scheduling / Labor Tracking
- Staff Training
- Quality Assurance
- Service Standards
- Front Office Systems
Food & Beverage
- Vanna Bonta
Restaurant customers seek excellent food with consistent quality plus excellent service from the moment they are greeted to when they leave. With a positive dining experience, they return time after time and readily refer your restaurant to others.
This is consistently proven by Hallmark with the consistent growth in covers, high repeat customer rates, and customer willingness to wait for an open table. Motivated, well-informed, and focused restaurant employees are at the core of this service level.
HHS staff can provide the training and operation plan to achieve high-quality food along with outstanding customer service. Documented operation methods provide employees a clear picture of their assigned tasks, demonstrate management’s expectations while teaching and reinforcing the culture of customer-first service.
This instills a sense of shared ownership and accountability. There is a sense of pride that comes when operating at the highest level of service standards.
- Revenue Forecasting and Labor Scheduling
- New Hire, Orientation, and Coaching Tools
- Inventory Targets for Food and Beverage
- Menu Sales Analysis
- Menu Engineering
- Food Safety Training
- Cook and Server Training
- Andy Warhol
Setting room rates appears to be an art, but there is a science to the process. HHS management has spent considerable time over the past few years establishing a process and developing tools to maximize rates.
Of course, providing superior and consistent customer service allows the operator the luxury of commanding premium rates. We will work closely with your staff to implement forecasting techniques and create an action plan for setting rates.
Timesaving systems and revenue management tools remove much of the guesswork and show your employees, and you, how to achieve the best rates possible while also having the goal of not sacrificing occupancy.
- Yield Management
- Third Party OTA/GDS
- Month-End Reports
- Rate Structure Sheets
- Monthly Revenue Management Support
Sales & Marketing
- Scott Cook
Social media, portable devices, websites and electronic marketing have changed marketing for hospitality businesses. Hallmark shifted its focus from traditional media to social media starting in 2014. This change has enhanced our business significantly and can do the same for yours.
Traditional marketing methods are still used, but the relative percentage of use has dropped. We will work with your team to create a plan that targets the right people using the right mediums. We will ensure your team is up-to-date and equipped with goal-oriented strategies to stay motivated and keep rooms booked year round.
- Market Analysis
- Marketing Plans and Implementation
- Sales Prospecting
- Sales Reporting
- Sales Training
- Sales Guidelines
- Contract and Proposal Templates
- Collateral Design
- Advertising Campaigns
- Digital Marketing
- Social Media Management (On-Staff Social Media Manager)
- SEO / SEM Support
- Email Marketing
- Website Management
- Steve Wynne
You want to attract and keep the best staff. After all, high-quality people provide the best service and therefore the best customer service experience and financial returns.
While pay levels are the most important method to attract talented staff, superior training and creating a positive work environment are equally important. A balanced mix of all three supports employee ownership and leads to top quality customer service and financial returns.
Not far behind are benefits and human resource processes. Health insurance, sick leave, and family leave have made management of employees increasingly difficult for property owners — from single to multiple location companies. Hallmark will give you hands-on tactics to provide employee training, create the best possible work environment, and manage benefit programs.
- Hiring Assistance and Training
- New Hire Packets – Onboarding / Orientations
- Manage Employee Benefits
- Manage Workers’ Comp Claims
- HR Forms and Guidelines (Job Descriptions, Employee Handbooks, etc.)
- Manage Unemployment Claims
- Conflict Resolution – Employee Coaching Systems
- Manager / Supervisor Training
- Healthcare Reform Monitoring and Implementation
Accounting & Finance
- Zig Ziglar
With the fundamental objective of increasing operating profits through well-organized operations, we offer an experienced hotel accounting and finance team. Achieving this objective will decrease operating costs and improve communications within your company and to outside parties such as bankers and investors.
HHS will analyze your business and pinpoint key objectives that will increase your profits while improving your guests’ experiences. Our programs and processes will target these objectives with proven action plans to improve your bottom line and add value.
- Strategic Planning
- Banking Relations
- Operations and Cash Flow Reports
- Credit Card Processing
- General Ledger Reconciliation
- Operations and Capital Budgeting
- Payroll Management
- Financial Reporting – Daily, Monthly and Annual
- Employee Stock Ownership Planning (ESOP)
Construction & Remodeling
- Mark Twain
We offer value engineering – a full spectrum of construction and remodeling services that enhance the value of your hospitality asset. From the construction of new properties to the re-development of existing ones, our team can help you find the right people to get the job done, whether you need lobby and room renovations, restaurant upgrades, or an entirely new building.
By leveraging our extensive network of strategic partnerships, and our history in Franchise Product Improvement Plans (PIPs), you will save significantly on labor and materials.
- Conceptual Estimating
- Scope Development and Design
- Permitting and Scheduling
- Value-Add Strategies
- Value Engineering
- Site Analysis
- Subcontractor Qualification
- Material / Spec Review
- Product Improvement Plan Compliance (PIP)
- Interior Design and Installation Documents
- Franchise Coordination and City Permitting
- Total Construction Project Management
- FF&E Installation and Occupancy Coordination
- ADA Compliance