Solution: Impact the Bottom Line and Better Serve Guests
The ACS team embedded in the hotel’s day-to-day operations, measuring, documenting and analyzing everything from menu management and dining experience to room operations and engineering. Just as they do for every customer, they designed the study and analysis to fit the special needs of the CHMWarnick property.
“They looked at everything not just from a cost perspective, but also through the eyes of a guest,” said Doyle. Years of combined foodservice, hospitality operations, and supply chain management expertise gave ACS a unique perspective on both cost and brand impact.
After a few weeks, ACS identified several key areas to better manage the business, according to Doyle. Even more important, they used a straightforward, well-documented approach to present their recommendations.
“What we appreciated was how thorough Avendra’s reports were, how logical their recommendations were, and how collaboratively they worked with the staff,” said Doyle.
Cory Dellinger, Director of Avendra Consulting Services, explains the approach and methodology. “Anyone can come in and simply recommend using cheaper product alternatives or cutting back on services. We take pride in diving deep to find unique solutions, while always balancing the practical effects of cost savings with guest expectations and quality.”
An F&B Success Story
One category that stands out in terms of dramatic impact was F&B. In fact, Avendra’s recommendations added up to more than $225K in profit improvements on an annualized basis.
Some of the recommendations included:
Menu Management: After analyzing food cost metrics by outlet, ACS advised tightening up on documentation to determine profitability and adjusting for low-performance menus items on a quarterly basis.
Product Cost Management: To take advantage of seasonal price fluctuations, ACS recommended regularly adjusting recipes and menus to feature equal- or higher-quality, lower-priced product and menu alternatives.
Documentation of Sales: Avendra demonstrated how more specific accountability on the register would produce more meaningful analysis in purchasing and food usage.
More than Efficiency Improvement -> Change Management
Beyond time and cost savings at the CHMWarnick property, ACS’s collaborative style led to improved esprit de corps among hotel employees, who can sometimes be resistant to outside advisors. Contrary to other consulting groups, ACS fostered teamwork that made implementation of the recommendations faster and easier.
According to Michael Doyle, “Not only did these guys have data to back up every recommendation, their attitude made it clear that they were working in everyone’s best interest.”
In fact, part of the ACS engagement involves following up with the on-site staff after the study is complete and supporting their relationship as Avendra customers. “We pride ourselves on forging lasting relationships, said Dellinger. “And we can relate to a GM’s or chef’s challenges because we have decades of experience living and breathing hotel operations.”
Based on the success of this experience, CHMWarnick has engaged Avendra for similar services on numerous additional properties over the next year.
