DENVER The keys to providing “legendary” service to property owners, as a management company, are knowing your companys strengths and setting clearly defined goals. That s according to Scott Schilling, vp/sales and marketing, Dublin, OH-based Signature, Inc., who spoke at a seminar at the AH&MA Multiunit Operators & Owners Forum held here earlier this week.
Schilling said that management companies should always try to match their strengths to the hotel owner s needs. “Know that you can t satisfy the needs of every potential client. [Ask yourself], Can you deliver what the owners are looking for? ” said Schilling. He also said that building relationships “between management companies and assets manager or owner” is key. Some major components of good relationships are chemistry, trust, time, and having the [right]people in place to make that relationship work, he said.
Above all, communication is key between owners and management companies about “good and bad news,” said Schilling, and being up front with yourself about the property your company is taking on in terms of its short- and long-term viability. (3/6/01) Barbara Capella Loehr