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General Manager 6 months review
of 26 /26
1 GM 6MC REVIEW 2014/15
Transcript
Page 1: Lansdowne 6mc review

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GM 6MC REVIEW 2014/15

Page 2: Lansdowne 6mc review
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GM QUOTE

30-60-90 STRATEGY

KEY FIGURES OCT 2014

KEY FIGURES NOV 2014

INTERVIEW WITH SHWETA SINGH

KEY FIGURES DEC 2014

KEY FIGURES JAN 2015

ONLINE REPUTATION

KEY FIGURES FEB 2015

KEY FIGURES MARCH 2015

ROLES AND RESPONSIBILITIES

GM’S 6MC OUTLOOK

CONTACT

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CONTENT

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A man doesn’t last long on what he has done. He has to keep on delivering. With that in mind, I intend to maintain the same humble and hardworking approach that has brought us the good results I am happy to share in this report.

TOMASZ MICHALAK, GM

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30-60-90 STRATEGY

Management is nothing more than motivating other people

I strongly believe that to be a successful manager, I’ll need to find a way to artfully navigate the inherent tensions and opportunities that live between the needs of my employees and the goals of my organization.

30 DAYS STRATEGYIn my first 30 days I intend to learn company policies and procedures through company training and self-education about corporate policies, company culture, equipment and techniques. Arrange meetings with General Managers of competitive set as well as project operations of major entertainment institution ex. Fairfield Halls, Whitgift Centre, etc. with the view to boosting cooperation for mutual benefit. Organise appraisal sessions with each team member to evaluate the ability of each team member as well as their ambitions and aspirations. Assign various responsibilities (projects) to all team members.

Optimise rates and availability in a frequent and systematic way to achieve revenue growth. Review meeting and conference pricing. Prepare SWOT and daily ring around. Set prices accordingly. Organise refurbishment of Giddins and Boswell rooms with the view to open new revenue streams. Organise appraisal sessions with each team member to evaluate the ability of each team member as well as their ambitions and aspirations.

60 DAYS STRATEGYContinue building professional relationships with team members by establishing trust ,using emotional intelligence and motivating and engaging through delegation, recognition and reward. Improve segmentation of database eg. leisure, business, conferences and target via special offers and promotion during winter months.

Find ways to advertise meeting and function facilities via online agencies as well as past and current customers’ database. Increase revenue from meeting and conference department. Optimise rates and availability according to the vagaries of the marketplace and fluctuation of demand.

90 DAYS STRATEGYReward and recognise team members for their contribution and achievements in their first three months. Reflect on the past two months and see how to further improve the operations in order to maximise the occupancy and revenue. Ensure that the meeting and conference budget is met for the next three months ahead. Develop a long term plan for LNR and via promo codes in order to increase direct booking and fight back the commission.

Take more active role in optimisation of the hotel website to bring it to the competitors’ level via updated visual content and structure. Take charge of optimising SEO to bring visibility to the hotel’s unique selling points.

THE SKILL-SETI will apply my management sills and knowledge to make sure that projects are completed, that work is of the highest possible quality, that employees are motivated and engaged, and that policies and procedures are followed. My key management skills and practices fall into three areas:

PERFORMANCE Hiring EmployeesOnboarding EmployeesManaging Performance ProcessDeveloping Employees

PEOPLEEstablishing TrustMotivating and Engaging EmployeesDelegating ResponsibilitiesManaging Conflicts

BUSINESSManaging timeManaging ProjectManaging budgetAdhering to policies and regulations

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Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for October 2014

1. SUMMARY

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

DEPARTMENTAL INCOMERooms 69,201 92.6% 68,950 97.0% + 252 67,386 69,201 92.6% 68,950 97.0% + 252 67,386Food and Beverage 1,805 2.4% 0 0.0% + 1,805 1,868 1,805 2.4% 0 0.0% + 1,805 1,868Room Hire 3,521 4.7% 2,111 3.0% + 1,410 1,955 3,521 4.7% 2,111 3.0% + 1,410 1,955Other Operated Departments 193 0.3% 0 0.0% + 193 77 193 0.3% 0 0.0% + 193 77

TOTAL REVENUE 74,720 100.0% 71,061 100.0% + 3,660 71,286 74,720 100.0% 71,061 100.0% + 3,660 71,286

DEPARTMENTAL EXPENSESRooms 27,279 39.4% 28,588 41.5% - 1,309 28,181 27,279 39.4% 28,588 41.5% - 1,309 28,181Food and Beverage 1,793 99.3% 205 0.0% + 1,588 1,806 1,793 99.3% 205 0.0% + 1,588 1,806Room Hire 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Other Operated Departments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL DEPARTMENTAL EXPS 29,072 38.9% 28,793 40.5% + 279 29,987 29,072 38.9% 28,793 40.5% + 279 29,987

TOTAL DEPARTMENTAL PROFIT 45,648 61.1% 42,268 59.5% + 3,380 41,300 45,648 61.1% 42,268 59.5% + 3,380 41,300

UNDISTRIBUTED EXPENSESAdministration and General 6,850 9.2% 5,139 7.2% + 1,711 4,524 6,850 9.2% 5,139 7.2% + 1,711 4,524Sales and Marketing 1,561 2.1% 1,230 1.7% + 331 1,503 1,561 2.1% 1,230 1.7% + 331 1,503Franchise Fees 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Property Maintenance 1,893 2.5% 1,974 2.8% - 81 2,114 1,893 2.5% 1,974 2.8% - 81 2,114Utilities 2,279 3.1% 3,170 4.5% - 891 3,233 2,279 3.1% 3,170 4.5% - 891 3,233

TOTAL UNDISTRIBUTED EXPS 12,583 16.8% 11,513 16.2% + 1,070 11,374 12,583 16.8% 11,513 16.2% + 1,070 11,374

GROSS OPERATING PROFIT 33,065 44.3% 30,755 43.3% + 2,310 29,926 33,065 44.3% 30,755 43.3% + 2,310 29,926

FIXED CHARGESManagement Fees 4,100 5.5% 4,500 6.3% - 400 4,242 4,100 5.5% 4,500 6.3% - 400 4,242Service Charge 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Rates 2,435 3.3% 2,439 3.4% - 4 2,447 2,435 3.3% 2,439 3.4% - 4 2,447Insurance 1,127 1.5% 1,107 1.6% + 20 1,126 1,127 1.5% 1,107 1.6% + 20 1,126Equipment Leasing 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FIXED CHARGES 7,662 10.3% 8,046 11.3% - 384 7,816 7,662 10.3% 8,046 11.3% - 384 7,816

EBITDA 25,403 34.0% 22,709 32.0% + 2,695 22,110 25,403 34.0% 22,709 32.0% + 2,695 22,110

FUNDING and MISC COSTSRent 7,000 9.4% 7,000 9.9% 0 7,000 7,000 9.4% 7,000 9.9% 0 7,000Bank & Loan Interest 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Miscellaneous Costs 2,248 3.0% 0 0.0% + 2,248 1,390 2,248 3.0% 0 0.0% + 2,248 1,390Pre-Opening Costs 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FUNDING AND MISC COSTS 9,248 12.4% 7,000 9.9% + 2,248 8,390 9,248 12.4% 7,000 9.9% + 2,248 8,390

NET OPERATING INCOME 16,155 21.6% 15,709 22.1% + 447 13,720 16,155 21.6% 15,709 22.1% + 447 13,720

Depreciation 4,116 5.5% 4,116 5.8% 0 4,116 4,116 5.5% 4,116 5.8% 0 4,116FF&E Reserve 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

NOI AFTER DEPRECIATION 12,039 16.1% 11,593 16.3% + 447 9,604 12,039 16.1% 11,593 16.3% + 447 9,604

Checksum 0 0 0 0 0 0

STATISTICS

Number of Rooms 42 42 0 42Rooms Available 1,302 1,302 0 1,302 1,302 1,302 1,302Rooms Occupied 1,192 1,147 + 45 1,137 1,192 1,147 + 45 1,137Sleepers 1,922 0 + 1,922 1,873 1,922 0 + 1,922 1,873

Occupancy 91.55% 88.10% + 3.46% 87.33% 91.55% 88.10% + 3.46% 87.33%Guest Density 1.61 0.00 1.61 1.65 1.61 0.00 1.61 1.65

Average Room Rate £58.05 £60.11 - £2.06 £59.27 £58.05 £60.11 - £2.06 £59.27REVPAR £53.15 £52.96 + £0.19 £51.76 £53.15 £52.96 + £0.19 £51.76

Food COS % 98.02% 0.00% + 98.02% 82.24% 98.02% 0.00% + 98.02% 82.24%Liquor COS % 106.09% 0.00% + 106.09% 220.29% 106.09% 0.00% + 106.09% 220.29%

Total Payroll 16,468 16,634 - 166 15,614 16,468 16,634 - 166 15,614Payroll % 22.04% 23.41% - 1.37% 21.90% 22.04% 23.41% - 1.37% 21.90%Rooms Payroll per Room Let £13.82 £14.50 - £0.69 £13.73 £13.82 £14.50 - £0.69 £13.73F&B Payroll % 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Agency Commission per Room Let £5.68 £6.81 - £1.13 £8.06 £5.68 £6.81 - £1.13 £8.06

Accounts Status: AGREED WITH CLIENT

OCTOBER 2014 CUMULATIVE / YTD

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KEY FIGURES OCT 2014

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Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for October 2014 Accounts Status: AGREED WITH CLIENT

2. ROOMS

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

REVENUERoom Revenue 67,608 97.7% 68,950 100.0% - 1,342 64,857 67,608 97.7% 68,950 100.0% - 1,342 64,857Chargebacks & Adjustments 0 0.0% 0 0.0% 0 (9) 0 0.0% 0 0.0% 0 (9)No Show & Cancellation Charges 1,593 2.3% 0 0.0% + 1,593 2,537 1,593 2.3% 0 0.0% + 1,593 2,537

TOTAL ROOM REVENUE 69,201 100.0% 68,950 100.0% + 252 67,386 69,201 100.0% 68,950 100.0% + 252 67,386

STAFF COSTSReception 9,456 13.7% 10,126 14.7% - 669 15,614 9,456 13.7% 10,126 14.7% - 669 15,614Housekeeping 0 0.0% 6,508 9.4% - 6,508 0 0 0.0% 6,508 9.4% - 6,508 0Staff Benefits 25 0.0% 0 0.0% + 25 0 25 0.0% 0 0.0% + 25 0Agency Housekeeping Staff 6,986 10.1% 0 0.0% + 6,986 0 6,986 10.1% 0 0.0% + 6,986 0

TOTAL STAFF COSTS 16,468 23.8% 16,634 24.1% - 166 15,614 16,468 23.8% 16,634 24.1% - 166 15,614

OTHER EXPENSES CPOR CPOR CPOR CPORBook Out Costs 32 £0.03 0 £0.00 + 32 0 32 £0.03 0 £0.00 + 32 0Cleaning Supplies 0 £0.00 94 £0.08 - 94 0 0 £0.00 94 £0.08 - 94 0Commission 6,774 £5.68 7,811 £6.81 - 1,037 9,168 6,774 £5.68 7,811 £6.81 - 1,037 9,168Contract Services 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Crockery & China 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Equipment Rental 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Flowers & Decorations 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Guest Supplies 605 £0.51 1,136 £0.99 - 530 718 605 £0.51 1,136 £0.99 - 530 718Laundry 3,173 £2.66 2,822 £2.46 + 352 2,558 3,173 £2.66 2,822 £2.46 + 352 2,558Licences 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Linen 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Operating Supplies 226 £0.19 0 £0.00 + 226 0 226 £0.19 0 £0.00 + 226 0Printing & Stationery 0 £0.00 34 £0.03 - 34 122 0 £0.00 34 £0.03 - 34 122Sky TV 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Miscellaneous 0 £0.00 57 £0.05 - 57 0 0 £0.00 57 £0.05 - 57 0

Reservation Fees 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0

TOTAL OTHER EXPENSES 10,811 £9.07 11,954 £10.42 - 1,143 12,567 10,811 £9.07 11,954 £10.42 - 1,143 12,567

TOTAL ROOMS EXPENSES 27,279 39.4% 28,588 41.5% - 1,309 28,181 27,279 39.4% 28,588 41.5% - 1,309 28,181

NET ROOMS PROFIT 41,922 60.6% 40,362 58.5% + 1,561 39,205 41,922 60.6% 40,362 58.5% + 1,561 39,205

OCTOBER 2014 CUMULATIVE / YTD

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KEY FIGURES NOV 2014Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for November 2014

1. SUMMARY

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

DEPARTMENTAL INCOMERooms 58,920 94.4% 51,028 96.5% + 7,892 50,594 128,121 93.4% 119,977 96.8% + 8,144 117,980Food and Beverage 1,326 2.1% 0 0.0% + 1,326 1,106 3,131 2.3% 0 0.0% + 3,131 2,975Room Hire 2,186 3.5% 1,860 3.5% + 326 1,167 5,707 4.2% 3,971 3.2% + 1,736 3,122Other Operated Departments 0 0.0% 0 0.0% 0 60 193 0.1% 0 0.0% + 193 137

TOTAL REVENUE 62,431 100.0% 52,888 100.0% + 9,544 52,928 137,152 100.0% 123,948 100.0% + 13,203 124,214

DEPARTMENTAL EXPENSESRooms 27,008 45.8% 26,108 51.2% + 899 29,758 54,287 42.4% 54,696 45.6% - 409 57,939Food and Beverage 1,678 126.6% 205 0.0% + 1,473 1,500 3,471 110.9% 410 0.0% + 3,061 3,306Room Hire 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Other Operated Departments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL DEPARTMENTAL EXPS 28,686 45.9% 26,313 49.8% + 2,372 31,258 57,758 42.1% 55,106 44.5% + 2,652 61,244

TOTAL DEPARTMENTAL PROFIT 33,746 54.1% 26,575 50.2% + 7,171 21,670 79,394 57.9% 68,842 55.5% + 10,552 62,969

UNDISTRIBUTED EXPENSESAdministration and General 5,764 9.2% 4,857 9.2% + 906 4,758 12,613 9.2% 9,996 8.1% + 2,617 9,282Sales and Marketing 1,554 2.5% 1,230 2.3% + 324 684 3,115 2.3% 2,460 2.0% + 655 2,187Franchise Fees 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Property Maintenance 1,038 1.7% 1,974 3.7% - 936 1,333 2,930 2.1% 3,948 3.2% - 1,018 3,447Utilities 2,206 3.5% 3,193 6.0% - 987 2,153 4,485 3.3% 6,363 5.1% - 1,878 5,386

TOTAL UNDISTRIBUTED EXPS 10,561 16.9% 11,254 21.3% - 693 8,928 23,144 16.9% 22,767 18.4% + 377 20,302

GROSS OPERATING PROFIT 23,185 37.1% 15,320 29.0% + 7,864 12,741 56,250 41.0% 46,075 37.2% + 10,175 42,667

FIXED CHARGESManagement Fees 4,100 6.6% 4,500 8.5% - 400 4,426 8,200 6.0% 9,000 7.3% - 800 8,668Service Charge 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Rates 2,357 3.8% 2,439 4.6% - 82 2,368 4,792 3.5% 4,878 3.9% - 86 4,815Insurance 1,114 1.8% 1,107 2.1% + 7 896 2,241 1.6% 2,214 1.8% + 27 2,023Equipment Leasing 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FIXED CHARGES 7,571 12.1% 8,046 15.2% - 475 7,690 15,233 11.1% 16,092 13.0% - 859 15,506

EBITDA 15,613 25.0% 7,274 13.8% + 8,339 5,051 41,017 29.9% 29,983 24.2% + 11,034 27,162

FUNDING and MISC COSTSRent 7,000 11.2% 7,000 13.2% 0 7,000 14,000 10.2% 14,000 11.3% 0 14,000Bank & Loan Interest 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Miscellaneous Costs (233) -0.4% 0 0.0% - 233 1,509 2,015 1.5% 0 0.0% + 2,015 2,899Pre-Opening Costs 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FUNDING AND MISC COSTS 6,767 10.8% 7,000 13.2% - 233 8,509 16,015 11.7% 14,000 11.3% + 2,015 16,899

NET OPERATING INCOME 8,847 14.2% 274 0.5% + 8,572 (3,458) 25,002 18.2% 15,983 12.9% + 9,019 10,262

Depreciation 4,116 6.6% 4,116 7.8% 0 4,116 8,233 6.0% 8,233 6.6% 0 8,233FF&E Reserve 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

NOI AFTER DEPRECIATION 4,730 7.6% (3,842) -7.3% + 8,572 (7,574) 16,770 12.2% 7,751 6.3% + 9,019 2,030

Checksum 0 0 0 0 (0) (0)

STATISTICS

Number of Rooms 42 42 0 42Rooms Available 1,260 1,260 0 1,260 2,562 2,562 2,562Rooms Occupied 1,125 967 + 158 954 2,317 2,114 + 203 2,091Sleepers 1,775 0 + 1,775 1,484 3,697 0 + 3,697 3,357

Occupancy 89.29% 76.75% + 12.54% 75.71% 90.44% 82.51% + 7.92% 81.62%Guest Density 1.58 0.00 1.58 1.56 1.60 0.00 1.60 1.61

Average Room Rate £52.37 £52.77 - £0.40 £53.03 £55.30 £56.75 - £1.46 £56.42REVPAR £46.76 £40.50 + £6.26 £40.15 £50.01 £46.83 + £3.18 £46.05

Food COS % 116.64% 0.00% + 116.64% 127.02% 111.11% 0.00% + 111.11% 98.47%Liquor COS % 172.87% 0.00% + 172.87% 188.33% 109.93% 0.00% + 109.93% 206.13%

Total Payroll 16,005 16,030 - 25 16,054 32,473 32,664 - 191 31,668Payroll % 25.64% 30.31% - 4.67% 30.33% 23.68% 26.35% - 2.68% 25.50%Rooms Payroll per Room Let £14.23 £16.58 - £2.35 £16.83 £14.02 £15.45 - £1.44 £15.15F&B Payroll % 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Agency Commission per Room Let £6.05 £6.81 - £0.76 £10.14 £5.86 £6.81 - £0.95 £9.01

Accounts Status: AGREED WITH CLIENT

NOVEMBER 2014 CUMULATIVE / YTD

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Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for November 2014 Accounts Status: AGREED WITH CLIENT

2. ROOMS

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

REVENUERoom Revenue 57,549 97.7% 51,028 100.0% + 6,521 48,585 125,157 97.7% 119,977 100.0% + 5,180 113,442Chargebacks & Adjustments 0 0.0% 0 0.0% + 0 0 0 0.0% 0 0.0% + 0 (9)No Show & Cancellation Charges 1,371 2.3% 0 0.0% + 1,371 2,010 2,964 2.3% 0 0.0% + 2,964 4,547

TOTAL ROOM REVENUE 58,920 100.0% 51,028 100.0% + 7,892 50,594 128,121 100.0% 119,977 100.0% + 8,144 117,980

STAFF COSTSReception 9,669 16.4% 10,126 19.8% - 457 15,904 19,126 14.9% 20,251 16.9% - 1,126 31,518Housekeeping 0 0.0% 5,905 11.6% - 5,905 0 0 0.0% 12,413 10.3% - 12,413 0Staff Benefits 50 0.1% 0 0.0% + 50 150 75 0.1% 0 0.0% + 75 150Agency Housekeeping Staff 6,286 10.7% 0 0.0% + 6,286 0 13,272 10.4% 0 0.0% + 13,272 0

TOTAL STAFF COSTS 16,005 27.2% 16,030 31.4% - 25 16,054 32,473 25.3% 32,664 27.2% - 191 31,668

OTHER EXPENSES CPOR CPOR CPOR CPORBook Out Costs 0 £0.00 0 £0.00 0 0 32 £0.01 0 £0.00 + 32 0Cleaning Supplies 15 £0.01 79 £0.08 - 65 0 15 £0.01 173 £0.08 - 159 0Commission 6,809 £6.05 6,585 £6.81 + 223 9,669 13,583 £5.86 14,396 £6.81 - 813 18,837Contract Services 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Crockery & China 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Equipment Rental 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Flowers & Decorations 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Guest Supplies 1,182 £1.05 957 £0.99 + 224 1,064 1,787 £0.77 2,093 £0.99 - 306 1,782Laundry 2,998 £2.66 2,379 £2.46 + 619 2,806 6,171 £2.66 5,200 £2.46 + 971 5,364Licences 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Linen 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Operating Supplies 0 £0.00 0 £0.00 0 0 226 £0.10 0 £0.00 + 226 0Printing & Stationery 0 £0.00 29 £0.03 - 29 118 0 £0.00 63 £0.03 - 63 241Sky TV 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Miscellaneous 0 £0.00 48 £0.05 - 48 46 0 £0.00 106 £0.05 - 106 46

Reservation Fees 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0

TOTAL OTHER EXPENSES 11,003 £9.78 10,078 £10.42 + 924 13,703 21,814 £9.41 22,032 £10.42 - 218 26,270

TOTAL ROOMS EXPENSES 27,008 45.8% 26,108 51.2% + 899 29,758 54,287 42.4% 54,696 45.6% - 409 57,939

NET ROOMS PROFIT 31,912 54.2% 24,920 48.8% + 6,993 20,837 73,835 57.6% 65,281 54.4% + 8,553 60,042

NOVEMBER 2014 CUMULATIVE / YTD

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INTERVIEW WITH SHWETA SIGNH

Team Leader

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How do you define leadership?

Do you agree that true leaders have to be born? Is leadership something that a person either possesses or doesn’t?

I entirely agree. To those who have confidence in themselves, change is a stimulus because they believe they can make a difference and influence what goes around them. These people are the doers and motivators.What skills do you think will help you with challenges ahead of you?

What is the best way of learning leadership skills?

What do you see the main challenges for a Team Leader at Lansdowne?

Right, thank you for your time Shweta, I look forward to working with you.

Can you elaborate?

I must disagree, we have fairly elaborate reward and recognition program here at Lansdowne which should give you enough leverage to get your team to participate.

This is very experienced team and I am sure they will easily forgive mistakes based on ability especially if the see you’re still growing. But if you violate their trust you will find it very difficult ever regain their confidence.

What do you think about change in general?

I could talk about leadership for a long time as this is such a huge topic. However, to me leadership is influence - nothing more, nothing less. In other words, if you can’t influence others, they won’t follow you. And if they won’t follow, you’re not a leader.

John Steinbeck once said something quite profound. It’s in our nature to protect against change, particularly change for the better. empowerment brings constant change because it encourages people to grow and innovate. Change is the price of progress.

Although it’s true that some people are born with greater natural gifts than others, the ability to lead is really a collection of skills, nearly all of which can be learned and improved. Leadership has many facets: respect, experience, emotional strength, people skills the list goes on and many of those facets are to a large extend intangible.

Communication skills. I am deeply convinced that every message is filtered through the messenger who delivers it. If you consider messenger to be credible, then you believe the message has value. That’s the reasons actors are hired as promoters of products. No message can be delivered in the same way by different people.

Successful leaders are learners. And the learning process is ongoing, a result of self-discipline and perseverance. One thing for sure though leadership is developed daily, not in a day.

Having to use leadership in its purest form.

Thank you.

Because of lack of leverage many people believe that you cannot be an effective leader in a hotel. What I mean is that in let’s say military leaders can use rank and, if all else fails, throw people into the brig. In business, bosses have tremendous leverage in the form of salary, benefits, and perks. In Lansdowne the only thing that will work is leadership in its purest form. I will have only my influence to aid me.

That’s good to know. But talking about challenges I am also very conscious that some team members are more technically skilled.

I shall definitely remember that tip.

Page 12: Lansdowne 6mc review

KEY FIGURES DEC 2014Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for December 2014

1. SUMMARY

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

DEPARTMENTAL INCOMERooms 49,013 92.3% 41,880 96.0% + 7,132 41,082 177,134 93.1% 161,858 96.6% + 15,276 159,062Food and Beverage 634 1.2% 0 0.0% + 634 917 3,765 2.0% 0 0.0% + 3,765 3,891Room Hire 3,362 6.3% 1,748 4.0% + 1,614 1,017 9,068 4.8% 5,719 3.4% + 3,349 4,138Other Operated Departments 76 0.1% 0 0.0% + 76 186 269 0.1% 0 0.0% + 269 323

TOTAL REVENUE 53,085 100.0% 43,628 100.0% + 9,457 43,201 190,237 100.0% 167,577 100.0% + 22,660 167,415

DEPARTMENTAL EXPENSESRooms 24,558 50.1% 25,004 59.7% - 446 22,667 78,845 44.5% 79,700 49.2% - 855 80,605Food and Beverage 913 144.0% 205 0.0% + 708 1,242 4,384 116.4% 615 0.0% + 3,769 4,548Room Hire 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Other Operated Departments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL DEPARTMENTAL EXPS 25,472 48.0% 25,209 57.8% + 262 23,909 83,229 43.8% 80,315 47.9% + 2,914 85,153

TOTAL DEPARTMENTAL PROFIT 27,613 52.0% 18,419 42.2% + 9,194 19,292 107,007 56.2% 87,261 52.1% + 19,746 82,262

UNDISTRIBUTED EXPENSESAdministration and General 4,426 8.3% 4,714 10.8% - 288 4,841 17,039 9.0% 14,710 8.8% + 2,329 14,123Sales and Marketing 1,667 3.1% 1,230 2.8% + 437 1,416 4,782 2.5% 3,690 2.2% + 1,092 3,603Franchise Fees 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Property Maintenance 1,221 2.3% 1,974 4.5% - 753 1,191 4,152 2.2% 5,922 3.5% - 1,770 4,638Utilities 2,279 4.3% 3,100 7.1% - 821 3,461 6,764 3.6% 9,462 5.6% - 2,699 8,847

TOTAL UNDISTRIBUTED EXPS 9,593 18.1% 11,017 25.3% - 1,425 10,908 32,737 17.2% 33,784 20.2% - 1,048 31,210

GROSS OPERATING PROFIT 18,020 33.9% 7,402 17.0% + 10,619 8,385 74,271 39.0% 53,477 31.9% + 20,794 51,052

FIXED CHARGESManagement Fees 4,100 7.7% 4,500 10.3% - 400 4,333 12,300 6.5% 13,500 8.1% - 1,200 13,001Service Charge 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Rates 2,435 4.6% 2,439 5.6% - 4 2,447 7,227 3.8% 7,317 4.4% - 90 7,262Insurance 1,127 2.1% 1,107 2.5% + 20 1,127 3,368 1.8% 3,321 2.0% + 47 3,149Equipment Leasing 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FIXED CHARGES 7,662 14.4% 8,046 18.4% - 384 7,907 22,895 12.0% 24,138 14.4% - 1,243 23,412

EBITDA 10,359 19.5% (644) -1.5% + 11,003 478 51,376 27.0% 29,339 17.5% + 22,037 27,640

FUNDING and MISC COSTSRent 7,000 13.2% 7,000 16.0% 0 7,000 21,000 11.0% 21,000 12.5% 0 21,000Bank & Loan Interest 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Miscellaneous Costs 1,480 2.8% 0 0.0% + 1,480 0 3,495 1.8% 0 0.0% + 3,495 2,899Pre-Opening Costs 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FUNDING AND MISC COSTS 8,480 16.0% 7,000 16.0% + 1,480 7,000 24,495 12.9% 21,000 12.5% + 3,495 23,899

NET OPERATING INCOME 1,878 3.5% (7,644) -17.5% + 9,522 (6,522) 26,881 14.1% 8,339 5.0% + 18,541 3,740

Depreciation 4,116 7.8% 4,116 9.4% 0 4,116 12,349 6.5% 12,349 7.4% 0 12,349FF&E Reserve 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

NOI AFTER DEPRECIATION (2,238) -4.2% (11,761) -27.0% + 9,522 (10,638) 14,532 7.6% (4,010) -2.4% + 18,541 (8,609)

Checksum 0 0 0 0 (0) 0

STATISTICS

Number of Rooms 42 42 0 42Rooms Available 1,302 1,302 0 1,302 3,864 3,864 3,864Rooms Occupied 1,000 878 + 122 857 3,317 2,992 + 325 2,948Sleepers 1,608 0 + 1,608 1,321 5,305 0 + 5,305 4,678

Occupancy 76.80% 67.43% + 9.37% 65.82% 85.84% 77.43% + 8.41% 76.29%Guest Density 1.61 0.00 1.61 1.54 1.60 0.00 1.60 1.59

Average Room Rate £49.01 £47.70 + £1.31 £47.94 £53.40 £54.10 - £0.69 £53.96REVPAR £37.64 £32.17 + £5.48 £31.55 £45.84 £41.89 + £3.95 £41.17

Food COS % 162.86% 0.00% + 162.86% 135.56% 118.98% 0.00% + 118.98% 107.04%Liquor COS % 100.00% 0.00% + 100.00% 135.03% 107.69% 0.00% + 107.69% 187.10%

Total Payroll 16,486 15,854 + 632 14,331 48,959 48,518 + 441 46,000Payroll % 31.06% 36.34% - 5.28% 33.17% 25.74% 28.95% - 3.22% 27.48%Rooms Payroll per Room Let £16.49 £18.06 - £1.57 £16.72 £14.76 £16.22 - £1.46 £15.60F&B Payroll % 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Agency Commission per Room Let £4.22 £6.81 - £2.59 £6.37 £5.37 £6.81 - £1.44 £8.24

Accounts Status: AGREED WITH CLIENT

DECEMBER 2014 CUMULATIVE / YTD

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9

Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for December 2014 Accounts Status: AGREED WITH CLIENT

2. ROOMS

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

REVENUERoom Revenue 47,943 97.8% 41,880 100.0% + 6,063 39,694 173,101 97.7% 161,858 100.0% + 11,243 153,136Chargebacks & Adjustments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% + 0 (9)No Show & Cancellation Charges 1,069 2.2% 0 0.0% + 1,069 1,388 4,034 2.3% 0 0.0% + 4,034 5,935

TOTAL ROOM REVENUE 49,013 100.0% 41,880 100.0% + 7,132 41,082 177,134 100.0% 161,858 100.0% + 15,276 159,062

STAFF COSTSReception 10,583 21.6% 10,126 24.2% + 457 14,016 29,709 16.8% 30,377 18.8% - 668 45,534Housekeeping 0 0.0% 5,728 13.7% - 5,728 0 0 0.0% 18,141 11.2% - 18,141 0Staff Benefits 28 0.1% 0 0.0% + 28 316 103 0.1% 0 0.0% + 103 466Agency Housekeeping Staff 5,875 12.0% 0 0.0% + 5,875 0 19,148 10.8% 0 0.0% + 19,148 0

TOTAL STAFF COSTS 16,486 33.6% 15,854 37.9% + 632 14,331 48,959 27.6% 48,518 30.0% + 441 46,000

OTHER EXPENSES CPOR CPOR CPOR CPORBook Out Costs 0 £0.00 0 £0.00 0 0 32 £0.01 0 £0.00 + 32 0Cleaning Supplies 0 £0.00 72 £0.08 - 72 0 15 £0.00 245 £0.08 - 231 0Commission 4,224 £4.22 5,979 £6.81 - 1,755 5,462 17,807 £5.37 20,376 £6.81 - 2,568 24,299Contract Services 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Crockery & China 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Equipment Rental 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Flowers & Decorations 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Guest Supplies 1,371 £1.37 869 £0.99 + 502 1,182 3,158 £0.95 2,962 £0.99 + 196 2,965Laundry 2,286 £2.29 2,160 £2.46 + 126 1,568 8,457 £2.55 7,360 £2.46 + 1,097 6,933Licences 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Linen 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Operating Supplies 191 £0.19 0 £0.00 + 191 0 417 £0.13 0 £0.00 + 417 0Printing & Stationery 0 £0.00 26 £0.03 - 26 122 0 £0.00 90 £0.03 - 90 363Sky TV 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Miscellaneous 0 £0.00 44 £0.05 - 44 0 0 £0.00 150 £0.05 - 150 46

Reservation Fees 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0

TOTAL OTHER EXPENSES 8,072 £8.07 9,151 £10.42 - 1,078 8,335 29,886 £9.01 31,183 £10.42 - 1,296 34,606

TOTAL ROOMS EXPENSES 24,558 50.1% 25,004 59.7% - 446 22,667 78,845 44.5% 79,700 49.2% - 855 80,605

NET ROOMS PROFIT 24,455 49.9% 16,876 40.3% + 7,578 18,415 98,289 55.5% 82,157 50.8% + 16,132 78,457

DECEMBER 2014 CUMULATIVE / YTD

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KEY FIGURES JAN 2015Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for January 2015

1. SUMMARY

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

DEPARTMENTAL INCOMERooms 47,468 95.2% 39,635 95.5% + 7,833 39,345 224,602 93.5% 201,493 96.4% + 23,109 198,408Food and Beverage 495 1.0% 0 0.0% + 495 1,149 4,260 1.8% 0 0.0% + 4,260 5,040Room Hire 1,898 3.8% 1,886 4.5% + 12 2,672 10,967 4.6% 7,605 3.6% + 3,362 6,810Other Operated Departments 8 0.0% 0 0.0% + 8 36 278 0.1% 0 0.0% + 278 359

TOTAL REVENUE 49,870 100.0% 41,521 100.0% + 8,349 43,202 240,106 100.0% 209,098 100.0% + 31,009 210,617

DEPARTMENTAL EXPENSESRooms 19,500 41.1% 25,604 64.6% - 6,104 24,653 98,345 43.8% 105,304 52.3% - 6,959 105,259Food and Beverage 595 120.2% 205 0.0% + 390 1,193 4,979 116.9% 820 0.0% + 4,159 5,741Room Hire 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Other Operated Departments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL DEPARTMENTAL EXPS 20,095 40.3% 25,809 62.2% - 5,714 25,846 103,324 43.0% 106,124 50.8% - 2,800 111,000

TOTAL DEPARTMENTAL PROFIT 29,775 59.7% 15,712 37.8% + 14,062 17,356 136,782 57.0% 102,974 49.2% + 33,808 99,618

UNDISTRIBUTED EXPENSESAdministration and General 4,766 9.6% 4,681 11.3% + 85 4,518 21,806 9.1% 19,391 9.3% + 2,415 18,641Sales and Marketing 1,694 3.4% 1,230 3.0% + 464 1,996 6,476 2.7% 4,920 2.4% + 1,556 5,599Franchise Fees 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Property Maintenance 947 1.9% 1,974 4.8% - 1,027 1,251 5,099 2.1% 7,896 3.8% - 2,797 5,889Utilities 3,563 7.1% 3,259 7.8% + 305 3,793 10,327 4.3% 12,721 6.1% - 2,394 12,639

TOTAL UNDISTRIBUTED EXPS 10,970 22.0% 11,144 26.8% - 173 11,558 43,707 18.2% 44,928 21.5% - 1,221 42,768

GROSS OPERATING PROFIT 18,804 37.7% 4,569 11.0% + 14,236 5,798 93,075 38.8% 58,046 27.8% + 35,029 56,850

FIXED CHARGESManagement Fees 4,100 8.2% 4,500 10.8% - 400 4,372 16,400 6.8% 18,000 8.6% - 1,600 17,374Service Charge 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Rates 2,435 4.9% 2,439 5.9% - 4 2,447 9,663 4.0% 9,756 4.7% - 93 9,709Insurance 1,127 2.3% 1,107 2.7% + 20 1,127 4,494 1.9% 4,428 2.1% + 66 4,276Equipment Leasing 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FIXED CHARGES 7,662 15.4% 8,046 19.4% - 384 7,946 30,557 12.7% 32,184 15.4% - 1,627 31,358

EBITDA 11,142 22.3% (3,477) -8.4% + 14,620 (2,148) 62,518 26.0% 25,862 12.4% + 36,656 25,492

FUNDING and MISC COSTSRent 7,000 14.0% 7,000 16.9% 0 7,000 28,000 11.7% 28,000 13.4% 0 28,000Bank & Loan Interest 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Miscellaneous Costs 1,216 2.4% 0 0.0% + 1,216 705 4,711 2.0% 0 0.0% + 4,711 3,604Pre-Opening Costs 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FUNDING AND MISC COSTS 8,216 16.5% 7,000 16.9% + 1,216 7,705 32,711 13.6% 28,000 13.4% + 4,711 31,604

NET OPERATING INCOME 2,926 5.9% (10,477) -25.2% + 13,404 (9,853) 29,807 12.4% (2,138) -1.0% + 31,945 (6,113)

Depreciation 4,116 8.3% 4,116 9.9% 0 4,116 16,465 6.9% 16,465 7.9% 0 16,465FF&E Reserve 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

NOI AFTER DEPRECIATION (1,190) -2.4% (14,594) -35.1% + 13,404 (13,970) 13,342 5.6% (18,604) -8.9% + 31,945 (22,578)

Checksum 0 0 0 0 0 (0)

STATISTICS

Number of Rooms 42 42 0 42Rooms Available 1,302 1,302 0 1,302 5,166 5,166 5,166Rooms Occupied 998 923 + 75 899 4,315 3,915 + 400 3,847Sleepers 1,520 0 + 1,520 1,340 6,825 0 + 6,825 6,018

Occupancy 76.65% 70.89% + 5.76% 69.05% 83.53% 75.78% + 7.74% 74.47%Guest Density 1.52 0.00 1.52 1.49 1.58 0.00 1.58 1.56

Average Room Rate £47.56 £42.94 + £4.62 £43.77 £52.05 £51.47 + £0.58 £51.57REVPAR £36.46 £30.44 + £6.02 £30.22 £43.48 £39.00 + £4.47 £38.41

Food COS % 131.45% 0.00% + 131.45% 102.49% 120.20% 0.00% + 120.20% 105.99%Liquor COS % 100.00% 0.00% + 100.00% 114.77% 106.35% 0.00% + 106.35% 171.95%

Total Payroll 13,501 15,984 - 2,483 15,577 62,460 64,502 - 2,042 61,577Payroll % 27.07% 38.50% - 11.42% 36.06% 26.01% 30.85% - 4.83% 29.24%Rooms Payroll per Room Let £13.53 £17.32 - £3.79 £17.33 £14.48 £16.48 - £2.00 £16.01F&B Payroll % 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Agency Commission per Room Let £2.44 £6.81 - £4.37 £6.01 £4.69 £6.81 - £2.12 £7.72

Accounts Status: AGREED WITH CLIENT

JANUARY 2015 CUMULATIVE / YTD

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11

Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for January 2015 Accounts Status: AGREED WITH CLIENT

2. ROOMS

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

REVENUERoom Revenue 46,577 98.1% 39,635 100.0% + 6,942 37,212 219,677 97.8% 201,493 100.0% + 18,184 190,348Chargebacks & Adjustments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% + 0 (9)No Show & Cancellation Charges 891 1.9% 0 0.0% + 891 2,133 4,925 2.2% 0 0.0% + 4,925 8,068

TOTAL ROOM REVENUE 47,468 100.0% 39,635 100.0% + 7,833 39,345 224,602 100.0% 201,493 100.0% + 23,109 198,408

STAFF COSTSReception 8,885 18.7% 10,126 25.5% - 1,241 15,547 38,593 17.2% 40,502 20.1% - 1,909 61,081Housekeeping 0 0.0% 5,859 14.8% - 5,859 0 0 0.0% 24,000 11.9% - 24,000 0Staff Benefits 0 0.0% 0 0.0% 0 31 103 0.0% 0 0.0% + 103 496Agency Housekeeping Staff 4,616 9.7% 0 0.0% + 4,616 0 23,764 10.6% 0 0.0% + 23,764 0

TOTAL STAFF COSTS 13,501 28.4% 15,984 40.3% - 2,483 15,577 62,460 27.8% 64,502 32.0% - 2,042 61,577

OTHER EXPENSES CPOR CPOR CPOR CPORBook Out Costs 0 £0.00 0 £0.00 0 0 32 £0.01 0 £0.00 + 32 0Cleaning Supplies 0 £0.00 76 £0.08 - 76 7 15 £0.00 321 £0.08 - 306 7Commission 2,431 £2.44 6,286 £6.81 - 3,855 5,402 20,238 £4.69 26,661 £6.81 - 6,423 29,701Contract Services 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Crockery & China 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Equipment Rental 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Flowers & Decorations 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Guest Supplies 1,272 £1.27 914 £0.99 + 358 1,126 4,430 £1.03 3,876 £0.99 + 554 4,091Laundry 2,188 £2.19 2,271 £2.46 - 82 2,541 10,645 £2.47 9,631 £2.46 + 1,014 9,474Licences 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Linen 108 £0.11 0 £0.00 + 108 0 108 £0.03 0 £0.00 + 108 0Operating Supplies 0 £0.00 0 £0.00 0 0 417 £0.10 0 £0.00 + 417 0Printing & Stationery 0 £0.00 28 £0.03 - 28 0 0 £0.00 117 £0.03 - 117 363Sky TV 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Miscellaneous 0 £0.00 46 £0.05 - 46 0 0 £0.00 196 £0.05 - 196 46

Reservation Fees 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0

TOTAL OTHER EXPENSES 5,999 £6.01 9,620 £10.42 - 3,621 9,076 35,885 £8.32 40,802 £10.42 - 4,917 43,681

TOTAL ROOMS EXPENSES 19,500 41.1% 25,604 64.6% - 6,104 24,653 98,345 43.8% 105,304 52.3% - 6,959 105,259

NET ROOMS PROFIT 27,968 58.9% 14,031 35.4% + 13,937 14,692 126,257 56.2% 96,189 47.7% + 30,068 93,149

JANUARY 2015 CUMULATIVE / YTD

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Page 16: Lansdowne 6mc review

Our guests increasingly use social media to talk about us - We harness the power of revinate software to ensure that we are listening, responding and evolving.

RICHARD DALEY ONLINE REPUTATION MANAGER

Page 17: Lansdowne 6mc review

ONLINE REPUTATION MANAGEMENT

Richard Daley

85% of consumers conduct online research before making a purchase. If you don’t have an online reputation, how do you expect your customers to find you? Similarly, if you have an online presence and need to generate more traffic to your website or customers through your door, you need to harness the power of online reviews. More and more future customers are influenced by the opinions of complete strangers that have experienced your products and services.

ORMOnline Reputation Management means helping other businesses to look their best online. Today, if consumers want to find a company, they Google it. What comes up next could be the reason for you losing or winning their business.

WHY WHAT I DO MATTERS?Faced with a choice of choosing between almost 2 identical businesses, having the option to consider online reviews left by your customers, can tip the scales in your direction. It should be an integral part of your business strategy – to gather reviews across multiple sites and use the information to keep existing customers and allow those existing customers to influence future ones. I TREAT OUR GUEST’S REVIEWS AS OPPORTUNITY TO:

» Attract more customers » Create loyal customers » Be competitive » Enhance our online reputation » Generate new reviews » Respond directly to negative and positive feedback

Our guests increasingly use social media to talk about us - We harness the power of revinate software to ensure that we are listening, responding and evolving.

13

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KEY FIGURES FEB 2015Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for February 2015

1. SUMMARY

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

DEPARTMENTAL INCOMERooms 49,836 95.2% 45,177 97.0% + 4,659 44,252 274,439 93.8% 246,670 96.5% + 27,769 242,660Food and Beverage 465 0.9% 0 0.0% + 465 1,189 4,725 1.6% 0 0.0% + 4,725 6,229Room Hire 2,061 3.9% 1,379 3.0% + 682 1,258 13,027 4.5% 8,984 3.5% + 4,043 8,068Other Operated Departments (4) 0.0% 0 0.0% - 4 38 273 0.1% 0 0.0% + 273 397

TOTAL REVENUE 52,358 100.0% 46,556 100.0% + 5,802 46,738 292,464 100.0% 255,654 100.0% + 36,810 257,355

DEPARTMENTAL EXPENSESRooms 22,972 46.1% 26,531 58.7% - 3,559 23,069 121,318 44.2% 131,835 53.4% - 10,518 128,328Food and Beverage 900 193.6% 205 0.0% + 695 1,220 5,879 124.4% 1,025 0.0% + 4,854 6,961Room Hire 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Other Operated Departments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL DEPARTMENTAL EXPS 23,872 45.6% 26,736 57.4% - 2,864 24,289 127,197 43.5% 132,860 52.0% - 5,664 135,288

TOTAL DEPARTMENTAL PROFIT 28,486 54.4% 19,820 42.6% + 8,666 22,449 165,268 56.5% 122,794 48.0% + 42,474 122,067

UNDISTRIBUTED EXPENSESAdministration and General 5,450 10.4% 4,759 10.2% + 691 4,063 27,256 9.3% 24,150 9.4% + 3,106 22,703Sales and Marketing 1,116 2.1% 1,230 2.6% - 114 1,346 7,592 2.6% 6,150 2.4% + 1,442 6,945Franchise Fees 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Property Maintenance 2,050 3.9% 1,974 4.2% + 76 2,504 7,148 2.4% 9,870 3.9% - 2,722 8,393Utilities 5,016 9.6% 3,569 7.7% + 1,447 3,131 15,343 5.2% 16,290 6.4% - 947 15,770

TOTAL UNDISTRIBUTED EXPS 13,632 26.0% 11,532 24.8% + 2,100 11,044 57,339 19.6% 56,460 22.1% + 879 53,812

GROSS OPERATING PROFIT 14,854 28.4% 8,288 17.8% + 6,566 11,405 107,929 36.9% 66,333 25.9% + 41,595 68,255

FIXED CHARGESManagement Fees 4,100 7.8% 4,500 9.7% - 400 4,241 20,500 7.0% 22,500 8.8% - 2,000 21,614Service Charge 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Rates 2,200 4.2% 2,439 5.2% - 239 2,210 11,862 4.1% 12,195 4.8% - 333 11,919Insurance 1,090 2.1% 1,107 2.4% - 17 1,090 5,584 1.9% 5,535 2.2% + 49 5,366Equipment Leasing 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FIXED CHARGES 7,390 14.1% 8,046 17.3% - 656 7,541 37,947 13.0% 40,230 15.7% - 2,283 38,899

EBITDA 7,464 14.3% 242 0.5% + 7,222 3,864 69,982 23.9% 26,103 10.2% + 43,879 29,356

FUNDING and MISC COSTSRent 7,000 13.4% 7,000 15.0% 0 7,000 35,000 12.0% 35,000 13.7% 0 35,000Bank & Loan Interest 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Miscellaneous Costs 2,798 5.3% 0 0.0% + 2,798 2,658 7,509 2.6% 0 0.0% + 7,509 6,262Pre-Opening Costs 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FUNDING AND MISC COSTS 9,798 18.7% 7,000 15.0% + 2,798 9,658 42,509 14.5% 35,000 13.7% + 7,509 41,262

NET OPERATING INCOME (2,334) -4.5% (6,758) -14.5% + 4,424 (5,794) 27,473 9.4% (8,897) -3.5% + 36,370 (11,906)

Depreciation 4,116 7.9% 4,116 8.8% 0 4,116 20,582 7.0% 20,582 8.1% 0 20,582FF&E Reserve 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

NOI AFTER DEPRECIATION (6,450) -12.3% (10,875) -23.4% + 4,424 (9,910) 6,891 2.4% (29,478) -11.5% + 36,370 (32,488)

Checksum 0 0 0 0 0 0

STATISTICS

Number of Rooms 42 42 0 42Rooms Available 1,176 1,176 0 1,176 6,342 6,342 6,342Rooms Occupied 990 1,011 - 21 995 5,305 4,926 + 379 4,842Sleepers 1,494 0 + 1,494 1,446 8,319 0 + 8,319 7,464

Occupancy 84.18% 85.97% - 1.79% 84.61% 83.65% 77.67% + 5.98% 76.35%Guest Density 1.51 0.00 1.51 1.45 1.57 0.00 1.57 1.54

Average Room Rate £50.34 £44.69 + £5.65 £44.47 £51.73 £50.08 + £1.66 £50.12REVPAR £42.38 £38.42 + £3.96 £37.63 £43.27 £38.89 + £4.38 £38.26

Food COS % 264.75% 0.00% + 264.75% 96.95% 131.09% 0.00% + 131.09% 104.28%Liquor COS % 100.00% 0.00% + 100.00% 141.02% 105.31% 0.00% + 105.31% 165.76%

Total Payroll 15,622 15,995 - 372 14,756 78,082 80,497 - 2,414 76,334Payroll % 29.84% 34.36% - 4.52% 31.57% 26.70% 31.49% - 4.79% 29.66%Rooms Payroll per Room Let £15.78 £15.82 - £0.04 £14.83 £14.72 £16.34 - £1.62 £15.76F&B Payroll % 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Agency Commission per Room Let £4.18 £6.81 - £2.63 £5.36 £4.60 £6.81 - £2.21 £7.24

Accounts Status: AGREED WITH CLIENT

FEBRUARY 2015 CUMULATIVE / YTD

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15

Lansdowne Hotels LtdThe Lansdowne Hotel, CroydonProfit and Loss Account for February 2015 Accounts Status: AGREED WITH CLIENT

2. ROOMS

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

REVENUERoom Revenue 48,132 96.6% 45,177 100.0% + 2,955 43,656 267,809 97.6% 246,670 100.0% + 21,139 234,004Chargebacks & Adjustments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% + 0 (9)No Show & Cancellation Charges 1,704 3.4% 0 0.0% + 1,704 596 6,629 2.4% 0 0.0% + 6,629 8,665

TOTAL ROOM REVENUE 49,836 100.0% 45,177 100.0% + 4,659 44,252 274,439 100.0% 246,670 100.0% + 27,769 242,660

STAFF COSTSReception 10,308 20.7% 10,126 22.4% + 182 9,836 48,901 17.8% 50,628 20.5% - 1,727 70,917Housekeeping 0 0.0% 5,869 13.0% - 5,869 0 0 0.0% 29,869 12.1% - 29,869 0Staff Benefits 25 0.1% 0 0.0% + 25 52 128 0.0% 0 0.0% + 128 548Agency Housekeeping Staff 5,289 10.6% 0 0.0% + 5,289 4,869 29,053 10.6% 0 0.0% + 29,053 4,869

TOTAL STAFF COSTS 15,622 31.3% 15,995 35.4% - 372 14,756 78,082 28.5% 80,497 32.6% - 2,414 76,334

OTHER EXPENSES CPOR CPOR CPOR CPORBook Out Costs 0 £0.00 0 £0.00 0 0 32 £0.01 0 £0.00 + 32 0Cleaning Supplies 10 £0.01 83 £0.08 - 73 67 25 £0.00 404 £0.08 - 379 73Commission 4,141 £4.18 6,885 £6.81 - 2,744 5,332 24,379 £4.60 33,546 £6.81 - 9,167 35,033Contract Services 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Crockery & China 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Equipment Rental 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Flowers & Decorations 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Guest Supplies 980 £0.99 1,001 £0.99 - 21 476 5,410 £1.02 4,877 £0.99 + 533 4,567Laundry 2,220 £2.24 2,487 £2.46 - 267 2,087 12,865 £2.43 12,118 £2.46 + 747 11,561Licences 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Linen 0 £0.00 0 £0.00 0 0 108 £0.02 0 £0.00 + 108 0Operating Supplies 0 £0.00 0 £0.00 0 223 417 £0.08 0 £0.00 + 417 223Printing & Stationery 0 £0.00 30 £0.03 - 30 0 0 £0.00 148 £0.03 - 148 363Sky TV 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Miscellaneous 0 £0.00 51 £0.05 - 51 128 0 £0.00 246 £0.05 - 246 174

Reservation Fees 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0

TOTAL OTHER EXPENSES 7,350 £7.42 10,537 £10.42 - 3,187 8,313 43,235 £8.15 51,339 £10.42 - 8,104 51,994

TOTAL ROOMS EXPENSES 22,972 46.1% 26,531 58.7% - 3,559 23,069 121,318 44.2% 131,835 53.4% - 10,518 128,328

NET ROOMS PROFIT 26,864 53.9% 18,646 41.3% + 8,218 21,183 153,121 55.8% 114,835 46.6% + 38,286 114,332

FEBRUARY 2015 CUMULATIVE / YTD

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KEY FIGURES MARCH 2015]

Lansdowne Hotels Ltd

The Lansdowne Hotel, Croydon

Profit & Loss Account for March 2015 Accounts Status: AGREED WITH CLIENT

1. SUMMARY

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

DEPARTMENTAL INCOMERooms 58,050 95.9% 54,363 97.0% + 3,687 52,435 332,489 94.2% 301,033 96.6% + 31,455 295,095Food and Beverage 727 1.2% 0 0.0% + 727 1,096 5,452 1.5% 0 0.0% + 5,452 7,325Room Hire 1,736 2.9% 1,692 3.0% + 44 1,567 14,763 4.2% 10,676 3.4% + 4,087 9,635Other Operated Departments 8 0.0% 0 0.0% + 8 89 281 0.1% 0 0.0% + 281 487

TOTAL REVENUE 60,520 100.0% 56,055 100.0% + 4,465 55,187 352,984 100.0% 311,709 100.0% + 41,275 312,542

DEPARTMENTAL EXPENSESRooms 24,048 41.4% 27,789 51.1% - 3,741 24,593 145,366 43.7% 159,624 53.0% - 14,258 152,921Food and Beverage 987 135.8% 205 0.0% + 782 1,396 6,866 125.9% 1,230 0.0% + 5,636 8,356Room Hire 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Other Operated Departments 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL DEPARTMENTAL EXPS 25,035 41.4% 27,994 49.9% - 2,959 25,989 152,232 43.1% 160,854 51.6% - 8,622 161,277

DEPARTMENTAL PROFIT 35,485 58.6% 28,062 50.1% + 7,424 29,198 200,753 56.9% 150,855 48.4% + 49,898 151,265

UNDISTRIBUTED EXPENSESAdministration and General 5,576 9.2% 4,906 8.8% + 670 4,284 32,832 9.3% 29,056 9.3% + 3,775 26,988Sales and Marketing 1,175 1.9% 1,230 2.2% - 55 1,608 8,767 2.5% 7,380 2.4% + 1,387 8,553Franchise Fees 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Property Maintenance 1,372 2.3% 1,974 3.5% - 602 1,478 8,378 2.4% 11,844 3.8% - 3,466 9,871Utilities 6,383 10.5% 3,892 6.9% + 2,491 3,811 21,726 6.2% 20,182 6.5% + 1,544 19,581

TOTAL UNDISTRIBUTED EXPS 14,506 24.0% 12,002 21.4% + 2,504 11,181 71,703 20.3% 68,463 22.0% + 3,240 64,993

GROSS OPERATING PROFIT 20,979 34.7% 16,060 28.6% + 4,920 18,017 129,050 36.6% 82,393 26.4% + 46,658 86,272

FIXED CHARGESManagement Fees 8000 4,100 6.8% 4,500 8.0% - 400 4,406 24,600 7.0% 27,000 8.7% - 2,400 26,020Service Charge 8100 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Rates 8108 2,435 4.0% 2,439 4.4% - 4 2,447 14,298 4.1% 14,634 4.7% - 336 14,366Insurance 8110-12 1,127 1.9% 1,107 2.0% + 20 1,127 6,711 1.9% 6,642 2.1% + 69 6,492Equipment Leasing 8120 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FIXED CHARGES 7,662 12.7% 8,046 14.4% - 384 7,979 45,609 12.9% 48,276 15.5% - 2,667 46,878

EBITDA 13,317 22.0% 8,014 14.3% + 5,304 10,037 83,442 23.6% 34,117 10.9% + 49,325 39,393

FUNDING and MISC COSTSRent 8206 7,000 11.6% 7,000 12.5% 0 7,000 42,000 11.9% 42,000 13.5% 0 42,000Bank & Loan Interest 8200-04 0 11.6% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0Miscellaneous Costs 8300-06 2,771 4.6% 0 0.0% + 2,771 0 10,423 3.0% 0 0.0% + 10,423 6,262Pre-Opening Costs 8308 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

TOTAL FUNDING AND MISC COSTS 9,771 16.1% 7,000 12.5% + 2,771 7,000 52,423 14.9% 42,000 13.5% + 10,423 48,262

NET OPERATING INCOME 3,546 5.9% 1,014 1.8% + 2,533 3,037 31,019 8.8% (7,883) -2.5% + 38,902 (8,869)

Depreciation 8500 4,116 6.8% 4,116 7.3% 0 4,116 24,698 7.0% 24,698 7.9% 0 24,698FF&E Reserve 8510 0 0.0% 0 0.0% 0 0 0 0.0% 0 0.0% 0 0

NOI AFTER DEPRECIATION (570) -0.9% (3,103) -5.5% + 2,533 (1,079) 6,321 1.8% (32,581) -10.5% + 38,902 (33,567)

Checksum (0) 0 0 (0) 0 0

STATISTICSNumber of Rooms 42 42 0 42Rooms Available 1,302 1,302 0 1,302 7,644 7,644 0 7,644Rooms Occupied 1,154 1,087 + 67 1,070 6,459 6,013 + 446 5,912Sleepers 1,683 0 + 1,683 1,673 10,002 0 + 10,002 9,137

Occupancy 89% 83% + 5% 82% 84% 79% + 6% 77%Guest Density 1.46 0.00 + 1.46 1.56 1.55 0.00 + 1.55 1.55Average Room Rate £50.30 £50.01 + £0.29 £49.00 £51.48 £50.06 + £1.41 £49.91REVPAR £44.59 £41.75 + £2.83 £40.27 £43.50 £39.38 + £4.12 £38.60Food COS % 149.24% 0.00% + 149.24% 138.32% 133.47% 0.00% + 133.47% 108.51%Liquor COS % 100.00% 0.00% + 100.00% 100.69% 104.56% 0.00% + 104.56% 146.41%Total Payroll 16,407 16,460 - 53 15,749 94,489 96,956 - 2,467 92,083Payroll % 27.11% 29.36% - 2.25% 28.54% 26.77% 31.10% - 4.34% 29.46%Rooms Payroll per Room Let £14.22 £15.14 - £0.92 £14.72 £14.63 £16.12 - £1.50 £15.58F&B Payroll % 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%Agency Commission per Room Let £3.90 £6.81 - £2.91 £5.16 £4.47 £6.81 - £2.34 £6.86

42094 Nom Code

MARCH 2015 CUMULATIVE / YTD

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17

]

Lansdowne Hotels Ltd

The Lansdowne Hotel, Croydon

Profit & Loss Account for March 2015 Accounts Status: AGREED WITH CLIENT

2. ROOMS

Actual % Budget % Variance Last Year Actual % Budget % Variance Last Year

REVENUERoom Revenue 4000 54,570 94.0% 54,363 100.0% + 207 51,510 322,380 97.0% 301,033 100.0% + 21,346 285,514Chargebacks & Adjustments 4001 0 0.0% 0 0.0% 0 (291) 0 0.0% 0 0.0% + 0 (299)No Show & Cancellation Charges 4002 3,480 6.0% 0 0.0% + 3,480 1,215 10,109 3.0% 0 0.0% + 10,109 9,880

TOTAL ROOM REVENUE 58,050 100.0% 54,363 100.0% + 3,687 52,435 332,489 100.0% 301,033 100.0% + 31,455 295,095

STAFF COSTSReception 6000-01 9,836 16.9% 10,126 18.6% - 290 10,183 58,737 17.7% 60,754 20.2% - 2,016 81,100Housekeeping 6002-03 0 0.0% 6,334 11.7% - 6,334 0 0 0.0% 36,203 12.0% - 36,203 0Staff Benefits 6080 45 0.1% 0 0.0% + 45 50 173 0.1% 0 0.0% + 173 597Agency Housekeeping Staff 6090 6,526 11.2% 0 0.0% + 6,526 5,517 35,579 10.7% 0 0.0% + 35,579 10,386

TOTAL STAFF COSTS 16,407 28.3% 16,460 30.3% - 53 15,749 94,489 28.4% 96,956 32.2% - 2,467 92,083

OTHER EXPENSES CPOR CPOR CPOR CPORBook Out Costs 7000 0 £0.00 0 £0.00 0 0 32 £0.00 0 £0.00 + 32 0Cleaning Supplies 7002 0 £0.00 89 £0.08 - 89 36 25 £0.00 493 £0.08 - 468 109Commission 7004 4,498 £3.90 7,402 £6.81 - 2,905 5,525 28,877 £4.47 40,949 £6.81 - 12,072 40,558Contract Services 7006 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Crockery & China 7008 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Equipment Rental 7010 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Flowers & Decorations 7012 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Guest Supplies 7014 990 £0.86 1,076 £0.99 - 86 51 6,400 £0.99 5,953 £0.99 + 447 4,617Laundry 7016 2,153 £1.87 2,674 £2.46 - 521 2,688 15,018 £2.33 14,792 £2.46 + 226 14,250Licences 7018 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Linen 7020 0 £0.00 0 £0.00 0 0 108 £0.02 0 £0.00 + 108 0Operating Supplies 7022 0 £0.00 0 £0.00 0 545 417 £0.06 0 £0.00 + 417 768Printing & Stationery 7024 0 £0.00 33 £0.03 - 33 0 0 £0.00 180 £0.03 - 180 363Sky TV 7026 0 £0.00 0 £0.00 0 0 0 £0.00 0 £0.00 0 0Miscellaneous 7050 0 £0.00 54 £0.05 - 54 0 0 £0.00 301 £0.05 - 301 174

TOTAL OTHER EXPENSES 7,641 13.2% 11,329 20.8% - 3,688 8,844 50,876 15.3% 62,667 20.8% - 11,791 60,839

TOTAL ROOMS EXPENSES 24,048 39.7% 27,789 49.6% - 3,741 24,593 145,366 41.2% 159,624 51.2% - 14,258 152,921

NET ROOMS PROFIT 34,002 58.6% 26,575 48.9% + 7,427 27,842 187,123 56.3% 141,409 47.0% + 45,714 142,174

0 Nom Code

MARCH 2015 CUMULATIVE / YTD

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ROLES ANDRESPONSIBILITIES

Name: Shweta Singh

Position: Team Leader

Experience: 5 months

Objectives:

Name: Cordelia Marquis

Position: Conference & Meeting Manager

Experience: 3 years

Objectives: All Expedia comments from past month to be replied by 5th of next month.

Prepare Rota for the next month ahead by 18th of every month.

Prepare timesheet of monthly hours for the payroll by 18 of every month.

Holiday accruals sheet to be used and GM updated.

Departmental Health & Safety check lists to be sent to GM by 6th every month.

Carrie out 1 FDSS and prepare the action plan for improvements.

Minutes from the monthly staff meeting to be sent to GM.

Corporate tracker to be sent to GM by 2nd of every month.

LNR leads report to be sent to GM by 2nd of every month.

Future dates rate comparison report.

Conference BOB to be sent to P/S/T every 2 weeks on Mondays.

Conference Calendar must be updated daily and send weekly to GM to adjust the forecast.

Conference running (think ahead, staff levels, delegate, get help)

Conference & Function database to be updated monthly

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Name: Richard Daley

Position: Online Reputation Manager

Experience: 4 months

Objectives:

Name: Martina Varga

Position: AR account Manager

Experience: 1.5 years

Objectives: All booking.com’s comments from past month to be replied by 5th of next month.

Ensure at least 3 posts in a month on Facebook and twitter.

Prepare social media plan (as agreed) and carry out all actions.

Submit all AR invoices for payment by 2nd of every month.

Ensure that all invoices are approved for payment. Take appropriate actions if not.

Send AR ledger with action plan every second Thursday to GM.

Process payment via Back Office Brilliant once the money has been received.

Page 24: Lansdowne 6mc review

6 MONTHS OUTLOOKFOR LANSDOWNE

Tomasz Michalak, GM

All team members had their responsibilities assigned shortly after I took over the position of GM at the Lansdowne in August 2014. However, with 3 new members joining the Lansdowne since then and with Shweta’s appointment to a Team Leader position, the various roles and responsibilities must change. I shall therefore do the following:

Rewrite all team members’ roles and responsibilities with a greater focus on objectives and accountability. Each team member will have SMART goals accompanied by the monthly grid check. The Grid check will have to be signed on a monthly basis during a one to one employee review.Shweta Singh will be signed up for all sessions of acceleration program. I will conduct a one to one session before each accelerator training as well as debrief after. To support Shweta’s development I will delegate more strategic responsibilities such as:

» Corporate tracker » Segmentation tracker » Monthly rate strategy

This will increase Shweta’s financial awareness and prepare her for more managerial and leadership role in the future.

I pride myself on running the hotel with a customer-centric approach. To that effect we successfully installed ‘grab and go’ tea and coffee facilities for all the early departing guests. Following in this vein and focusing on the feedback from our guests, I am going to address the following issues:Put all necessary efforts into completing Fire Risk Assessment recommendations and thus opening the way for a new Wi-Fi infrastructure to be installed. With the current Wi-Fi being simply not fit-for-purpose and our guests telling us this both verbally and via online feedback, we cannot afford to ignore this any longer. Ideally, I would like to see fast and reliable Wi-Fi at

Lansdowne by the end of March/April 2015.Breakfast at Lansdowne served at Coffee monkey is potentially causing irreparable damage to our reputation and will soon begin to affect repeat bookings and revenues. I will put all my energies into exerting more pressure on the Coffee monkey management to offer better value for Lansdowne guests. Should this not be possible, I will stop recommending the continental breakfast in favour of a substantially better value offering from Jury Inn.Salve restaurant opened just few months ago and has been very willing to work together for our own mutual benefit. We received very positive feedback from guests sent for a meal there. I will include Salve restaurant in our online advertising and marketing material. I will also work closely with them to provide added-value to all our guests.

The immediacy and visibility of feedback puts greater pressure on quality of services offered. My team get a lot praise both verbally and online for customer-service skills. However, I believe that we still have a long way to go. To that effect I intend to focus significant efforts on the following:Ensure that all receptionists are fully knowledgeable and capable Duty Managers. This has not been easy so far. Indeed, we experienced some ups and downs recently. For each of the next six months, I will be revising the team knowledge during one to one review sessions organised monthly.I will increase the number of mystery test calls to one a month in addition to the ones organised by thenhospitality. I will share the results of them publicly in the staff meeting and organise training workshops afterwards on an as needed basis.I will ensure that Evolve self-assessments are completed with the highest marks possible. This will accomplished by sharing some of the responsibilities and accountabilities with the Team Leaders, as well as the entire team. Front Desk Assessment, Distribution Assessment, HR Assessment and HS Assessment should result in

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21

minimum benchmark scores of 85%.I will ensure that that we significantly improve our Trip Advisor rankings. Within the last two months, we moved from distant 15 to 12 position. I will position Lansdowne within 10 best hotels in Croydon according to Trip Advisor by the end of August 2015.

I am a strong believer that all our distribution efforts should focus on attracting and appealing to excessively prevalent mobile, 24/7, networking generation known as Millennials. To that effect I will do the following:I will find a way of minimise the cost associated with our newsletters campaigns. This is currently done via Mailchimp at a significant cost. I want Lansdowne to be able to send an unlimited number of emails to our database of guests at any time with minimal or zero cost.Our website and booking engine are not optimised for a good ‘mobile experience’. As our contract with VisionFive doesn’t expire until September 2015, something will need to be done before that. I will either optimise the current website or propose a new one within the next six months. This will require a new content to be produced ex: photography, copy, etc. If there is any cost associated with it I will make sure it is within the Lansdowne’s budget.I will create Facebook newsletter sign up form.I will create embedded twitter page inside Facebook page allowing anyone to read twits without leaving the Facebook page.I will improve the online booking experience. All people who previously booked with Lansdowne should be able to access the booking engine vi their own member accounts and see secret discounted rates fed directly to them. This would bypass rate parity issues, increase site traffic and essentially provide a powerful incentive to visit our website.

I will ensure the profitability of Lansdowne via dynamic rate manipulation, as well as carefully prepared sale strategies for each month ahead. I will also try to pay heed to the bottom line and minimise our expenditures wherever possible.I will fight the commission footprint by encouraging more direct business. This will be achieved via added-values such as complimentary early check-in, late check-out and late cancellation.I believe that with support of my current team I can beat the EBITDA budget set for Lansdowne by £2K every month for the next six months.

Page 26: Lansdowne 6mc review

Lansdowne Hotel Croydon

Visiting Address:

1 Lansdowne Road

Croydon

CR9 2BN

UK

Phone: 0208 681 3381

Email: [email protected]

Web: www.lansdownehotelcroydon.com

CONTACT


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