A boutique real estate firm, we partner

with hotel and resort developers to

deliver alternative real estate products.

Hotel Operation Review

The majority of hotels and resorts in Vietnam and Asia are still managed without any clear management structure and

without standard procedures. The Owner believes that this is “cost saving” during the start up period, but in fact this is

detrimental for the medium to long term operation of the asset as it leads to:

• Inadequate level of guest services

• No control over service quality and no control over complaints or mistakes (no improvements)

• Wrong and inconsistent pricing and marketing strategy

• Wrong and inconsistent staff training (low staff motivation and only attract low quality staff)

• Unprofessional housekeeping and front office procedures

• High security and safety risks.

These mistakes are costing Owners much more than they think! Ask for our free “Face It and Fix It” Assessment.

A simple solution to this problem is the implementation of Standard Operation Procedures (SOP), tailored for the

specific property, which results in:

• Reduced operation costs

• Increase in occupancy and rates

• Increase in guest service level and staff experience

• Increase in property value

Don't get it wrong! Weak Hotel Management Approach

Hotel Operations Review

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Hotel Operations Review Hotel Operations Review

We propose an interim management period (Temporary Management) during which our operations team will:

• First review the property operation

• Report and discuss with the Owner on the problems and solutions

• Implement the new procedure and training

• Supervise and control with monthly inspections and reviews

•

Alternaty Operator Review | 4–step program

Thorough physical

inspection of hotel

and resort and

high level due

diligence of

operation

Health Check

Full operational

review of each

department

Diagnosis

Implementation

of Standard

Operation

Procedures (SOP)

tailored case by

case

Cure

Monthly

supervision

Periodic Checkup

Brought to you by Alternaty Management

3

Hotel Operations Review

Health Check

Health Check Diagnosis Cure Periodic Checkup

Health Check Typical Process

1. Initial meeting with the hotel owner for a general discussion on the property and market performance.

2. Submission of a questionnaire to the owner and list of information to be collected before the inspection

3. Hotel/Resort inspection (1 to 3 days depend on the size and level) – can be a mystery inspection

(Alternaty as an ordinary “hotel guest”)

4. GM and Head of Department interviews (if given the permission from the owner)

5. Full report with indication of problems detected and preliminary suggestions on improvements

Documents Provided

Inspection report (initial due diligence) with full indication of weakness and threats

Brief market analysis

Preliminary suggestion report including strengths and opportunities

Digital brand analysis (analysis of online guest feedback)

4

Diagnosis Hotel Operations Review

Health Check Diagnosis Cure Periodic Checkup

Once the owner approves to proceed to the second phase, Alternaty will organise a in depth Operation Due Diligence

involving every single department.

1. Submission to the owner of a questionnaire and list of information to be collected before the in Depth due

Diligence

2. Detailed review of operations procedure for each department including but not limited to linkage among

departments, title and positions, role and functionality of each department and department leaders (it is advised

at this stage that Alternaty spend 1 to 2 weeks inside the hotel working closely with each department head)

3. The main areas of analysis will be

Documents Provided

Full Due Diligence analysis for each department indicating

operational issues and proposed suggestions

In depth Competitor Analysis

Property status review (physical property analysis)

Full report of suggestions including Strengths and Opportunities of each Department

• Front Office

• Reservations

• Marketing

• Online Branding and Marketing

• Guest Services (including in room services and manuals)

• Accounting and Financial Reporting

• Property Maintenance

• HR Procedures

• GM

• Personnel

• Guest Safety

• Property (hotel or resort buildings)

5

Cure Hotel Operations Review

Health Check Diagnosis Cure Periodic Checkup

Once the owner approves to proceed to the Cure phase, Alternaty will organise the property operation repositioning

and upgrade.

1. Submission to the owner a detailed action plan with suggested changes and steps of implementation.

2. Submission to the owner of Standard Operation Procedures (SOP) for each department.

3. Tailoring of each SOP based on the owner’s directions and re-positioning strategy.

4. Methodical operational review and training for each department (it is advised at this stage that Alternaty spend

4 to 12 weeks working closely with each department head and the GM or Property Manager)

Documents Provided

Standard Operation Procedures (Tailored for the property)

Training programs

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Periodic Check Up (Hotel Management) Hotel Operations Review

Health Check Diagnosis Cure Periodic Checkup

We will provide a periodic supervision on the implementation of the operational upgrade based on the owner’s

instructions. We suggest for the first 6 months a biweekly review and monthly inspection of the property.

This part is also often referred as Hotel Management and performed by small to large Hotel Operators.

Documents Provided

Monthly Review Analysis

Monthly Inspections schedule

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Alternaty is a boutique real estate firm providing

a suite of consulting services throughout the

development lifecycle. Headquarter in HCMC

Vietnam, with associates in Thailand, Myanmar

Indonesia and the Maldives.

Our team has 17 years of combined experience in

the real estate industry with an extensive track

record in hotel and resort advisory in Indochina

Region

More than 40 hotel and resort valuations in

Vietnam, Lao and Cambodia.

More than 35 feasibility and market studies.

12 Operator selection advisory assignments.

Vast experience in mixed used residential

resorts, rental pool structure and fractional

ownership.

Alternaty Alternative Real Estate

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Thank You

Disclaimer: This document has been prepared in good faith and for general informational purposes only. Nothing herein contains investment, legal,

tax and/or other advice and investors should seek independent professional advice before making any investment decision. While reasonable care

has been taken to ensure that the sources of information herein are reliable, no guarantee is provided to the accuracy or completeness of such

information (and the same may not be independently verified or audited) and no liability is accepted for any inaccuracy or omission.